ABSTRACT
Excellence is the art of surprising the customers every time they use you. As we established in Chapter 7, it is not enough to do just what the customer expects – you have to add value to your service, and not only should this be taken on board by your staff who have to deliver the service, it should be woven into the very fabric of the service itself. Services have to be described internally (to the helpdesk staff) and externally (to the customers) in a way that makes excellence natural, both in the way the service is produced and as part of what the customer gets.
