ABSTRACT
This chapter seeks to use a broad-based definition of excellent customer service as a basis for finding out what differentiates the individuals regarded as customer service champions from others. Excellent customer service is defined as a process of providing consistent feats of volition that constantly exceed customer expectations.
The chapter asserts that customer service is really about managing people and their expectations, which incidentally is also one of the key mandates of a great leader. Customer service champions, therefore, are leaders not necessarily by position, but through the provision of great customer service.
Walt Disney is held up as the quintessential customer service champion. The age-long nature vs. nurture debate is considered with the overriding conclusion that customer service champions are made, not born. The top 20 skills that customer service champions possess are divided into: human (people) skills, situational (situation) awareness skills, technical skills and conceptual skill.
