Friday, August 2, 2013

The Customer Service Equation: Aim for customer delight!

The Customer Service equation

If you are in the customer service business, then you should be aware of these three equations:

  1. Customer frustration  : Service Delivery < Customer Expectation
  2. Customer satisfaction: Service Delivery = Customer Expectation
  3. Customer delight       : Service Delivery > Customer Expectation


  • Customers get frustrated when you promise more than what you can deliver. So, do not over-promise.
  • Customers are generally satisfied when you deliver what you had promised. But, you are only doing what is expected of you - nothing exciting.
  • However, customers are delighted when you deliver beyond what they were expecting.


Aim for Customer delight!

No comments:

Post a Comment

Please post your comment here -->

Featured post

11 May 2020: Reminiscing about joining the UN World Food Programme (WFP)

Today, 11 th   May 2020, marks my 20 years journey in WFP. I still recall the day that I started my WFP journey, 20 years ago, to start a n...