At the risk of starting a cliché, I think that ‘remarkable’ is the new black. Seth Godin got the ball rolling and now I see it everywhere. That is – consultants telling their businesses they need to get remarkable. Can’t say I know many businesses I’ve worked with that actually are.
Andy Hayes | Travel Online Partners´s last blog ..Steal This Travel Marketing Idea: Snow at First Sight

Without getting into the specifics, I think good service is that which encourages customers to continue to patronize the business. I could spout out characteristics that fall under that umbrella, but that’s it plain and simple.

‘Before you start, therefore, evaluate what will form the philosophy behind your service strategy – is it to deliver a highly price-competitive offer that has only basic levels of service included, or is it to deliver a superior customer experience at a premium price? Remember the learning point from chapter one – what does this customer, whom I’m dealing with right now, want?

There is an endless quest for the Holy Grail of ever-improving service, but can your business – and its customers – afford it? If not, or the customers are unwilling to pay for anything beyond it, then it is perfectly acceptable to deliver a foundation level of service.‘I want a white sliced loaf and two litres of semi-skimmed milk’, not a customer experience’

You could argue Ryanair deliver on their customer promise of the product usually on time and at a budget price, but is that good service?

In my 30 years of experience I’m rarely ‘stunned’ by exceptional service, much more likely to use my considerable complaints expertise to remedy failure to reach even service base camp!

A great service experience like Virgin Atlantic’s upper class lounge at Heathrow is not replicable at Ryanair or your corner store, but in retail and mid-range service suppliers reaching basic or basic+ levels would represent progess for most.

hope that helps

Howard Kendall

Service that based on the satisfying wants, needs, demands and or wishes or the customer that is so catering, trusfull and emotional oriented..

You are right poor service is almost a way of life in the UK and I can’t count the times I’ve seen people munch through a bad meal just because they don’t think it is decent to complain.

Maybe this downturn has taught a few businesses how to behave properly? That would be a welcome bonus indeed!

This post was mentioned on Twitter by IdeatoEmpire: What is good service? http://bit.ly/584Uff...