So how does customer service differ from the end-to-end customer experience? Customer service is but one component of the overall customer experience. To use an analogy, customer service training is focusing on the trees, while training on the customer experience is focusing on the forest. One is operational, the other is strategic.
Let’s take a hotel experience as an example. The customer rep who takes the reservation is friendly and helpful, providing additional information regarding transportation from the airport and answering all your other questions. She even goes the extra mile to search for a better room rate for you within the hotel categories. This is a sign of good customer service training. You’re feeling pretty good about your hotel choice.