Part 1
What Exactly Is Customer Service?

Economists tell us we live in a “service economy.” So everyone is exposed to—and giving—lots of service. With all that experience with service, our customers have a pretty good idea of what good service is.

Their expectations for good service run awfully high, and get higher and higher every day.

Firms that provide outstanding customer service (the kind you typically receive while wandering Disney World on a good day, or visiting your grandma’s house, especially when grandpa’s in a good mood) will prosper in our service economy.

Those who only provide good service might survive. Everyone else is doomed. And we’re not exaggerating.

The upcoming chapters describe The Service Difference. The Service Difference is both the operating principles and the specific processes that combine to give your customers a warm feeling of satisfaction, maybe even joy, from interacting with your organization.