What is Good Customer Service? What is Exceeding Expectations?
by Kate Tammemagi Good customer service is key to any business. Your competitors are competing with you not only in terms of products and price, but also in terms of their experience of your service and your people. In times of recession and low spending, good customer service can give us an edge. However, do we know exactly what makes customer service GOOD? Three Types of Customer Experience Imagine a Customer in any situation. It could be buying in a shop, or interacting by telephone, or in a business-to-business situation. There are three types of experience that the customer can have in this situation. The first is the PERFECT experience, the Customer’s expectations are totally met. The Customer gets what they want, the quality is high, good value for money and fast, efficient service. There are no negatives for this Customer, everything was exactly as they would expect. The second type of experience is the NEGATIVE experience, expectations are not met. Again in a shop, the Custome
