Business Management

Infographic: 7 steps to Achieve Service Excellence

Image Business Management



Franck Louveau

Consultant - Service DNA at EHL Advisory Services

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A large percentage of business success stems from how a customer is made to feel, not just how happy they are with their purchase or service.

In today’s experience economy, customers not only value but expect exceptional service – and they will reward or punish for the quality of how they are served with their spending choices.


    7 Steps to Service Excellence

    1- Dig into Your Customer Behavior

    What is your customer saying about the service delivery of your brand?

    2- Make Customer Focus Part of Your Culture

    Because service is often intangible and cannot be measured, excuses are found not to fight for it.

    3- Hire with Service Excellence in Mind

    As a customer-focused business, your employees must live and breathe your company values.

    4- Set-up Customer-focus Governance

    Effective customer-experience efforts need to be uniquely cross-functional.

    5- Set Customer Service Goals

    Service excellence goals set the stage for your long-term strategy, helping you maintain an excellent relationship with your existing customers, and foster meaningful relationships with new ones.

    6- Equip Your Employees to Deliver on Excellence

    Documenting the standards is not enough.

    7- Measure Your Performance

    How do you know if your customer service is living up to customer expectations?.

    Hospitality & Service DNA Solutions  Our experts collaborate with you to revamp your customer experience strategy  and provide education and training programs to assist you in successfully  putting it into practice.  Get personalized advice

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