Delight Your Customers

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Three Truths of Exceptional Customer Service

If you want to find out just how bad customer service is, go buy something. It hardly even matters where you go, whom you call, or which website you visit. Sure, there are exceptions—those fabled companies that come to mind when one thinks about legendary customer service, like Zappos, Disney, L.L. Bean, Nordstrom, and Ritz-Carlton. But even then, the quality of your service experience hinges on the one-on-one interaction you have with a service provider, despite the company’s acclaimed service culture.

But if you are not dealing with an exceptional company or an especially customer-focused service provider, chances are you are dealing with an average company or an indifferent employee in terms of ...