A few years ago, when I was asked to develop a customer service programme, the first thing that came through my mind was Sun Tzu’s ‘The Art of War’. Simply put, the renowned military strategist emphasised on 3 main philosophies to win the battle in war – Know Yourself, Know Your Enemy and Know Your Terrain. Following this strategy closely, ‘The Art of Service’ was created with the objective of delivering that exceptional customer service experience.
In today’s competitive environment, we know that every company that deals with customer interaction wants their service go from good to WOW! There have been many articles published on how to go about this and undeniably all that I have come across are definitely insightful. 
At the end of the day, we want the customer to walk away from their experience with a “WOW”, as this is a strong testimonial that he/she had had a great experience and is highly likely to come back again or recommend the service to others. In line with Sun Tzu’s philosophy, the 3 basics that many can adopt and adapt in customer service (whether its B2B or B2C) would be – WOW YOURSELF, WOW YOUR CUSTOMER and WOW YOUR BUSINESS! Continue reading
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