What Are Positive Surprises and What Is There Effect On Customer Service Quality?
Positive surprises are things that you may do that go above and beyond the customer’s hopes and expectations (going to five extra miles). They include offering discounts or providing some other benefit that is normally not available to them. Positive surprises are useful in regular customer interactions, or when dealing with difficult and angry customers. (from Perfect Phrases for Performance For Customer Service by Robert Bacal) Here are some examples of the use of positive surprises that resulted in the company being seen as offering excellent customer service. A customer brings his car into the local auto mechanic shop to get some work done. When the customer picks up his car, as soon as he steps into the vehicle, he notices that the car has been vacuumed and cleaned. The shop never told the customer — it was a positive surprise. Result? The customer remembered this “extra”, and became a loyal customer for the shop, forever. A tired traveller arrives at his hotel destination. He go
