The discussions on superior service examples yielded a detailed response from management consultant Jane Northcote (www.janenorthcote.com) whose take on superior service recognises that it’s a two-way transaction. Jane writes:

Customer service is traditionally regarded as an attribute of a company: Waitrose provides “good” customer service, An electronics discount  store provides “bad” customer service. Equally, however, it is true that customer service is an attribute of the customer.  Some people experience good customer service, and others bad, even from the same organisation. Why is this? (more…)