CUSTOMER-SERVICE-EXCELLENCE5 MIN READ
Sort What Deserves Delight Versus What Must Not Fail
Classify service improvements using Kano basics, performance drivers, and delighters.
Place each service element in the Kano category it fits best. Must-be basic Performance driver Delighter Accurate refund amount after approval Shorter wait time for urgent account lockouts Personalized setup checklist after a complex fix Secure identity verification before account changes More precise delivery status during replacement shipping A proactive thank-you note after a stressful recovery Consistent answer across chat and phone Faster callback within the promised window sort buckets score chips belonging feedback
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