Most people have a problem understanding customer service. Actually, customer service is really simple to understand. There is no secret to it. What’s really hard is doing it right.
First of all, customer service is not what you think the customer wants, it’s not what other customers you had wanted nor what consultants or statistics say. Customer service is what the customer wants. Full stop.
Each customer is an individual with expectations you have to meet. These expectations vary from customer to customer and your duty is to adjust to each of them. Once you understand this, customer experience will become even more difficult than you had considered it before.
Now you know what you have to do. Go out there, learn from each of your customers, find out what they need, what they want, what they expect from you and then deliver it.