Does delivering great customer service need to be ROCKET science?

If we can put a man on the moon, surely we can deliver great customer service.  It doesn't need to be ROCKET science to exceed our customer's expectations.   Here are our tips for any manager striving to achieve exceptional customer service through their people.

R   Research suggests that only 4% of unhappy customers complain - the other 96% may be elsewhere, spreading the news of the bad service they have had.  Complaints are good (yes, I did say that) but only if you do something with the feebdack.  Do you have a mechanism in place for monitoring customer complaints?

O  Obsess with the basics.  Ensure every customer receives the basics as a bare minimum.  Look - Smile - Talk - Listen - Thank.  Smile, smile, smile.  It's true; a smile goes a long way and makes everyone feel more positive.

C  Customers are not just for Christmas (or whatever time of year it is).  Build loyalty and the customer will stick with you, possibly for life.  I know I have my favourite establishments and servers that I always return to!

K  K.I.S.S.  Keep it simple, service:  Complicated menus, booking systems, and order systems just turn your customers off.  Regularly take time to follow and review your customer journey. Make it easy for your customers to buy from you.

T  Take the time to talk to your customers (and employees); Find out what they think and ensure that you are giving your customers what they want, not what you think they want!