Customer Service Experience: It’s All in the Details




Our conclusion is that providing consistently extraordinary hospitality is all in the details. For the purpose of this publication we will focus specifically on the hospitality aspect of the customer experience (undoubtedly, other aspects of customer service rely on the details as well). This publication is based on the material I have designed into Pal’s Business Excellence Institute’s Achieving World-Class Results training class based on the world-class practices of the Baldrige National Quality Award winning Pal’s Sudden Service. This is a great class for any type of organization, not just restaurants, to learn more from a role model service organization about implementing the key aspects of operational excellence, including customer service.