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:-
Prepare your company for the unforeseen.
Gather and maintain all the up-to-date, accurate information you need, where you need it and when you need it.
Employ customer contact management.
Develop a forward thinking corporate philosophy about customer service.