What does an exceptional customer experience feel like to you?
- Jordan Mottl
- Dec 12, 2024
- 1 min read
Updated: Jan 13
Recently, I participated in interviewing a customer service manager. A standard question was incorporated: "What does an exceptional customer experience look like and feel like to you?"
Surprisingly, none of the candidates could give a great answer. While some came close, none could describe a time when they had a visceral response to incredible service. It is important to demonstrate connection to this feeling.
I want individuals who understand that a single customer service encounter has the power to make a positive impact on the world—and who is driven to create and share those experiences with others. How can we expect someone to deliver an incredible customer experience if they themselves don't know how one should feel?
When I think about an emotional response to great service, a few markers of come to mind:
Physiological Response: You might feel your hair stand on end, or notice a rise in your body temperature.
Surprise: The service exceeds your expectations in ways you didn’t anticipate.
Motivation to Share: You feel compelled to tell others about the experience.
Lasting Impact: The memory of the encounter stays with you for months, even years.
Organizations delivering exceptional service need team members who value and understand its impact, fueling their passion to create it for others. In interviews, be ready share moments when great service truly resonated with you.
The Bear, Season 2 Episode 7 - Forks
The sequence of clips below show a growing understanding of service that culminates in a passion to deliver an exceptional experience.
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