4Knock Your Socks Off Service Is: (Re)-Assuring The Assurance Factor
“Consistent, high-quality service boils down to two equally important things: caring and competence.”
—Chip R. Bell and Ron ZemkeService Wisdom
In many companies, the desire to improve service quality has given birth to countless hours of “smile training,” as though the key to satisfying every customer’s needs and expectations involved nothing more than a cheery greeting and a happy-face sticker. Today’s customer service professionals know that there’s much more involved in creating customer satisfaction than smiles and happy faces.
If being nice were the complete answer, good service would be the norm, but that’s clearly not the case. Make no mistake: Courtesy, good manners, ...
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