Leading management author, Ken Blanchard, has written extensively  about how customer service employees make the difference in providing an exceptional customer experience.
A great customer experience is driven by employee attitudes
What’s got me so excited? It wasn’t a tough enquiry, but the response I received from Maria showed the kind of commitment to customer service values that every manager is crying out for in their team.
Going above and beyond to excel in customer service
Blanchard talks at length about the role of customer contact employees going above and beyond customer service, and that delivering whenever possible is the key to creating raving fans. It’s this dedication to service that creates unforgettable customer experiences  .