The customer service industry didn't always exist, despite the existence of salable goods and services. I know it may seem counter-intuitive, but the purchase of products and services before the advent of modern ubiquitous marketing was seen as simply a concrete exchange, with little or no interest in developing relationships to boost the sale. Either one needed the product or didn't; if they did, they'd make the purchase and the shopkeeper benefitted, and if they didn't, the shopkeeper would simply have to wait for the next person to come along. The exchange was simple and limited to the buying and selling of goods, with the products speaking for themselves and the shopkeepers' job entailing accepting money, taking inventory, and restocking shelves. If any link existed between the shopkeeper and the customer, it was distinctly between the people and had nothing to do with reinforcing or embellishing the value of the product. Business or product marketing didn't even exist.
Modern marketing didn't evolve immediately from the Industrial Revolution, though; there were multiple steps. The Industrial Revolution first boosted production, which brought people out of the fields and into the factories on the promise of longer life expectancy, more free time, easier work, and freedom of the elderly and young from having to work. These promises were a form of marketing, however, they were more deception than manipulation. Production in these early factories wasn't just hard, though, it didn't provide workers as much disposable income as they were told, and children were put right to work when the factory owners realized they could fit in small spaces to clean chimneys, and their restless little hands could perform tasks older and more arthritic-handed adults couldn't. So the Industrial Revolution was a global undertaking--though many colonies resisted--focused first on production, which would produce products at a higher rate and distribute them more expansively, thanks to steam engines. Once this aspect was up and running, the sub-focus became improving the quality of the products because the production industry assumed that people would buy and consume higher quality products more frequently than lower quality products. Hence, the industry was production; customer service didn't as of yet exist.
The next stage of development in marketing was selling specific products. Prior to this, purchases were caused by consumer demand, with supply simply increasing to meet the demand, making the industry reactive. Selling was the first stage where the production industry attempted to get ahead of the consumer through promoting their specific products and not simply waiting for customers to come to them. No longer did they wait to see what products sold the most to figure out how much to produce. Selling also allowed them to dictate their own production through promoting what they wanted sold. This stage brought the first hint of customer service, but even then, the customers weren't really being served, yet the factories and the productive chain. Selling was about moving products, which is why this is the stage that brought the advent of advertising.
The following stage incorporated product research, observing selling trends across demographics, researching potential buyers and hidden markets, and the creation of relationships fueled by a productive desire. AKA, marketing. It literally means the systematic operation of understanding and manipulating markets. Marketing has no meaning without root markets to develop, which is why it's fully dependent on a highly systematized productive chain, or what I've mentioned time after time as Kristhoffer's Production Machine. This stage of marketing focuses on people because that's whose buying the products and services. This is completely opposite of the initial focus of production--which was the product--in that marketing searches the society for what's popular and projects what it thinks will be popular, then creates a product or service to facilitate that. Also, since advertising mechanisms have been streamlined as well, marketing has done an excellent job creating purchase-compulsions within the productive-minded society. No longer do people buy what they need, they buy what they really want, or what others already have.
At last, the advent of the customer service industry! "I'm here to help. I want to get you into the best ____ possible, because there's so many people out there that'll beat you. You can trust me." Customer service was created as a faux protection and education industry that asserted it had more product knowhow than the consumer. Remember how early consumers only went to shops when they needed something? No longer. Now, the consumer grants authority to those who have expertise (often self-granted expertise) in products and services, creating the customer service industry themselves. Early consumers would probably have wondered why they didn't just create a customer-competancy industry, rather than an industry that acted as the middle man between them and their products and services. But keep in mind this production process developed across multiple centuries, if you start from the dawn of the industrial revolution. That is definitely long enough for the critical mass to adjust slowly and comfortably.
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