In a few days I'll be speaking to an esteemed company in the health services industry on the topic of Customer Service Excellence. In my years of being in corporate sales and handling people on the frontlines I have been able to gather a wealth of experience and training on this field. But as I synergize all of this information and as I write all of them down I realized one important thing: everything I have learned in the area of selling is practically useless!
Why?
Because I was viewing customer service excellence from the wrong perspective. Let me give you some tips that I will share on my talk on what people and companies that exemplify unforgettable customer experiences do well.
Remember I mentioned that as I was collating my best tips I viewed it from the wrong perspective. As I started writing my speech I realized that I was looking at things from the sales person's point of view.
Wrong.
All of us are customers. We have had our share of the good and the bad when it comes to dealing with the courteous and accomodating as well as the rude and indifferent. To give something you know will be appreciated and remebered we should look at it from the recipient's POV.
Hence tip number one:
The beauty though in all the madness is the reason WHY people are in crazy shopping mode: they're in it for someone else. I observed that almost every shopper I see is singleminded in making a loved one, a colleague or friend a bit happier. 
