Shrikant Patil points to a Fast Company article:
What is great service ? Who defines it ? How do you measure it ? How do you know you have delivered it well ? Good service is like solving a problem _ delivering what people expect to receive. Great service is getting below the surface of the problem – delivering what no one expects to receive. It’s listening, learning, assessing, refining. Great service require hard work, perseverance and isn’t easy to achieve.
Mark Twain remarked : “All saints can do miracles, but few of them can keep a hotel”. Every customer is different. Every problem is different. You can’t prepare scripts to cover every situation, let alone every personality. We have to recognise that great service requires sound judgement and good judgement starts with deep knowledge. The results is a permanent conversation about quality, performance and standards. For those who thought service is easy to deliver and sustain, it ain’t.