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The most inexpensive yet impacting way for small businesses to compete with the big boys is to lead with remarkable customer service. I know you’ve heard this before, and I’m almost certain you’ve made a similar claim – “We have great service” or “Our service is why people buy from us” – and yet more often than not, the service isn’t that remarkable. In fact, it’s fairly ordinary. Many mistake providing friendly, attentive service as exceptional when it’s actually the simple expectation or norm. So, what does remarkable service look like?
In an article titled Service-Led Battle Plan by Growing Business, business operator and customer service evangelist, Dominic Monkhouse reveals his approach to taking on his former Internet company (and industry leader) with a commitment to delivering remarkable service. He outlines his philosophy that every instance of human interaction is a moment of truth for a business – something he learned during his early days at retail giant Marks & Spencer.
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