I studied for my NVQ Level 3 in Customer Service well before I graduated in 2000 (during a part-time training role) but the main principles still remain.

A simple formula was developed by Dennis Snow, a former Disney executive who now consults about designing great customer experiences. Snow says the top three things companies must do to ensure exemplary customer service are:

1) Look at everything through the customer’s lens

2) Examine details

3) Impress your customers

If you can do these 3 things you won't go far wrong!