Eager to solve customer problems.
Long-term view of customer relationship.
Don’t blame customers for contributing to their own mishaps.
Do at least one extra thing customers don’t expect but nonetheless appreciate.
Value customer’s time.
Honor any expected ceremonial expectations that customers may bring to transactions.
Always apply the essentials of service.
Provide performance or satisfaction guarantees.
Great service is embedded into a behavioral routine so it can be monitored, managed, and measured.
Customers emerge from service encounters with the perception that they’ve been treated exceptionally well.