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What is the difference between customer service, and customer support?

1 of 25 Customer Service Interview Questions and Answers Written by Rachelle Enns

Written on August 17th, 2018 | Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
How to Answer

It may seem like splitting hairs, but it is not. Customer support often requires more technical abilities, and customer service is more of a positive approach, helping your company to keep customers happy. Sometimes a customer service agent will be on the frontlines and will need to escalate a customer issue to the support team. Give the interviewer your best understanding of service versus support.

Professional Answer Examples
General
Answer example

"I understand customer support to be a larger term than customer service. Someone can be a customer service agent without being able to offer ample support that a client may need. It's important to offer both; however, a member of the support team will likely be better trained with special technical skills."

Admin
Answer example

"I offer customer service to everyone that walks into the office. This service includes helping them get where they need to go, offering them water, and making their next appointment. I view customer support as an additional offering. Support is a term I save for when a task is aimed at helping the client overcome a problem."

Manager
Answer example

"Customer service and customer support are often confused. I have two teams. My service team will gather the data, and my support team will deploy the actual solution."

Marketing
Answer example

"I believe that customer service and customer support go hand in hand, but they are very different concepts. Support requires more technical based skills and service is based more on company values and delivery."

Retail
Answer example

"I am very well versed in both customer support and customer service. Customer service is more issue related such as helping a customer who wants a refund or is upset about their experience. Customer support is more geared to rewards programs, add-ons, perks, and promos."

Sales
Answer example

"In my experience, customer support is more related to services that offer ongoing support to the customer, such as technical solutions. Customer service is more the day-to-day interactions with a customer when they need a resolution to a specific situation."

Written by:

Rachelle Enns
Rachelle Enns is a job search expert, executive headhunter, career catalyst, and interview coach. Utilized by top talent from Fortune companies like Microsoft, General Electric, and Nestle, she helps professionals position themselves in today's competitive digital marketplace. Rachelle founded Renovate My Resume and Executive Resume Solutions, two companies focused on helping job seekers get their edge back. She helps everyone from new graduates looking for their first placement, to CEO's who want more out of their career. Rachelle coaches students to executives on how to master the toughest interview questions and how to handle the most bizarre interview situations; all with confidence and poise. Rachelle trains other career coaches, recruiters, and resume writers, globally. A big part of her job is also spent coaching HR professionals on how to bring the human touch back into their interview and hiring process.
Published: 08/17/2018
*Specific career answer examples vary on published date
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