Delivering Knock Your Socks Off Service

Basic Principles of Great Service

"Knock Your Socks Off Service" is excellent, top-of-the-line, best-of-the-bunch, take-your-breath-away customer service. At this level, you carefully give each customer a favorable and memorable experience while you satisfy every need and expectation. You show customers that you are a pleasure to work with as you seek more ways to make them not merely satisfied, but delighted. Essentially, go the extra mile, and as you go, look for even more unique ways to provide excellent service.

Any organization needs good customer service and every employee must practice it. This is essential because any employee serving a customer represents the company to that person. "You are the company," so when you speak to a customer, say "I" rather than "We." For instance, if a customer has encountered a problem, don’t say, "We’re sorry." Instead, say, "I’m sorry you had that problem," to show that you personally understand and take responsibility for the problem. Use these guidelines to shape your thinking about customer service:

• Consider what your customers need and expect from you and your company.
• Think about how the other departments...