How to create those ‘WOW’ moments to drive more customers?

The most important things that outstanding customer service provides us.

“A “service” sign in a room lit up at night” by Mike Wilson on Unsplash

Let’s firstly talks about what is outstanding customer service?

Since when I ask many people, I always get different answers: being friendly? solving problems?

Here is a universal definition:

Outstanding customer service is service that exceeds your customer’s expectations.

To better understand this concept, it is better to compare the differences between good, poor and outstanding services.

Good service

Good service is service that meets the customer’s expectation. But the problem is: It is not memorable.

Here is an example, when you back to home at night. You open the switch and lights turned on. You won’t have any feeling since the lights on is actually your expectation. But what if the light does not work after you open the switch? You will remember it.

This leads to the opposite one.

Poor service

Poor service is service that does not meet the customer’s expectations. It is memorable, but in a wrong way.