Customer service: Making the best better Rebecca Gould

Customer service isn’t about telling people how awesome you are, it’s about creating stories that do the talking for you.”


2014 IT Satisfaction Survey of Students (n= 390)
Respondents to satisfaction survey in ServiceNow Aug 22 to present
Source: ServiceNow satisfaction survey dashboard
Overall Satisfaction with IT Services

Describe your best customer service experience


  • Know your customers
  • Listen
  • Respond quickly
  • Attitude matters
  • Own your mistake
  • Go the extra mile & attend to the little things
  • Know to change communication tactics
  • Think long term
“Traditional corporations, particularly large-scale service and manufacturing businesses are organized for efficiency. Or consistency. But not joy. Joy comes from surprise and connection and humanity and transparency and new…If you fear special requests, if you staff with cogs, if you have to put it all in a manual, then the chances of amazing someone are really quite low.” Seth Godin
Words to avoid

Service recovery

Service recovery “the actions of a service provider the damage...that results from failure to deliver a service as designed” (Johnston & Hewa, 1997, p. 467).


  • Interactional
  • Procedural
  • Distributional

Some Examples

. “Here is a powerful yet simple rule. Always give people more than they expect to get.” Nelson Boswell


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