Service excellence involves selecting a few high-value customer niches, then making a concerted effort to serve them well. A firm with service excellence will be extremely responsive to and in tune with your customer desires. This strategy requires customer relationship management: anticipating the target customer’s needs and frequently sharing information to provide the expediency of self-service, if that’s what the customer wishes.

The operating principles of service excellence are as follows:-

1. Prepare your company for the unforeseen.

2. Gather and maintain all the up-to-date, accurate information you need, where you need it and when you need it.

3. Employ customer contact management.

4. Develop a forward thinking corporate philosophy about customer service.