Most individuals, whilst going about their day to day life and engaging with various service providers, can attest to experiencing customer service with varying levels of excellence. In some cases, the service has been so amazing and memorable, that they could not stop raving about it to their friends and family. In other cases, it has been average (just okay, nothing to write home about) and in cases not worth remembering, the service has been horrible, to say the least. I have experienced these different scenarios myself and began to reflect on what made a particular service interaction superior over another, especially when it involved two different service providers in a similar line of work. Read more