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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!

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