- Be highly aware of good and bad service wherever you are
- Learn everything there is to know about your customers
- Design products, systems and processes from the customers’ point of view.
- Record and share information, transactions and trends
- Bring these things together to create customer intimacy
- Develop a positive team spirit that cares about success
- Insist on zero tolerance to poor service. Recognise and reward those who go the extra mile.
- Find ways to put Wow into your service
- Embrace feedback – complaints are opportunities
- Make service everyone’s job whatever their role.
- And remember to invest in your own training and personal development programme.