Albert Einstein has many famous quotes, but this quote said by the "mad scientist" is one of my favorites since it is applicable in both our personal and professional lives:

"Everything should be made as simple as possible, but not simpler." 

This concept is well, so simple, and should give you pause to consider how exactly it can be applied to your business, specifically your customer service practices.  Generally speaking, here are thoughts and ideas for you to consider and implement...

If you do too little in regards to customer service, it's obvious that you are risking the loss of customers.  But did you realize that you can also do too much, and this can drive customers away too?  Pretend you receive a product that you ordered from an online retailer, and when it arrives, the package is damaged and so is the product.  You call to request for a replacement to be sent, and here are two examples of the retailer doing too little and too much in handling this product mishap:

Let's compare- Now in the "too little" example it's clear that this company took a very simple (bad, way too simple) approach when handling this issue, and I doubt you will continue to give this company your repeat business. In the "too much" example, their recovery and follow-up efforts went too far. Their intent is good, but they are smothering you and made the resolution process far too complex with all that they did and instilled after the occurrence.  And the opposite effect and impression could be made- they are driving you away because it's just too much. Here's one example of the "just right" approach:

What's your happy medium in your customer service processes? You need clear processes and procedures in place, and these should be efficient and foster nimble execution and success.  Don't hesitate to contact us to learn how we can assist you.