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!
Everybody’s talking about customer experience these days, but how many companies actually follow through to ensure that their customers are getting the best experience possible? And how are they doing that? Everybody’s heard the mantra, “You’ve got to think like the customer,” but unless you embed that into your company culture, and unless everybody from the top down has it embroidered on his/her brain, it’s too easy to develop “ease of use for me,” instead of “ease of use for customer” when thinking about systems and outcomes. And just “thinking like the customer” isn’t really enough to ensure a great experience. There are many business practices that need to dovetail correctly, as a business grows and develops more layers, this can get harder and harder to maintain.