Communication is critical for customer service quality
When customers know what to do, how to do it, what to expect and why, they usually follow instructions. When customers are uncertain about what, how or why, they will often hesitate in uncertainty and doubt. This can be a major problem, especially when customer participation is essential to your success. When communication is lacking, customer service quality tends to plummet.
For example, medicines not taken on time will degrade the quality of a patient's recovery and healing. Automobiles with oil not changed will wear down before their time. Lawns not watered by owners after fresh fertilization will burn in the sun and die. Data backups not performed on time result in very angry customers when their hard drives unfortunately but inevitably crash. Even if these situations are due to the customer failing to take an action, your customer service quality could suffer.