Customer Service: The X Factor


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Revolve your world around the customer and more customers will revolve around you. ~Heather Williams

There are 6 levels of customer service:

  1. Poor
  2. Service Recovery
  3. Neutral
  4. Good
  5. Excellent
  6. The X Factor

Let’s talk about Levels 5 and 6.

As consumers, when an employee does their job well, we typically consider that excellent and exceptional. The Experience Factor says, “Raise your standards!”

Excellent service is a bit rare, like spotting a Northern Hairy-Nosed Wombat. It occurs when you, the customer, experience a level of service that is not only exceptional, it’s unexpected, welcomed and memorable.

The X Factor is when a business or employee delivers a level of service that leaves the consumer in awe. The X Factor is when a business or employee makes a conscious effort to exceed your expectations, provide a personalized experience and excel at every touch point. It’s about a 1% difference between excellent and X Factor. It’s an employee mindset: always looking for ways to take it up a notch, to make the difference. The X Factor is the rarest of service experiences.

Ask our clients: we are educated consumers who have high standards. It’s our job to educate our clients in order to take their service to the X Factor level (that’s level 6! I haven’t even achieved that level with Angry Birds!).

When was the last time you experienced X Factor service? Was it really the X Factor, or was it just a “given”? Throw some examples at us! And what about your business…do you have the X Factor? We will give you our opinion. And remember, we can agree to disagree, as long as you know we’re right!

Republished with author's permission from original post.

Jen Kuhn
Jennifer Kuhn is a talented, energetic and enthusiastic consultant, trainer and speaker. She has provided thousands of employees, coaches and executives with guidance while they work to enhance their professional skill development. Jen's approach has been hailed by participants who were initially skeptical or resistant. Her unique and non-threatening style wins over the most jaded employee that allows them to learn and grow within their organization.


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