No company can be perfect, and aiming at perfection in customer service will just result in disappointment. Instead, writes consultant Shep Hyken, strive for excellence. "Even when there is a problem, a complaint or mistake, it is the effort to turn that negative into a positive that creates an excellent customer experience," he writes. "And an excellent recovery may even create a higher level of customer confidence than if the problem had never happened."

Related Summaries