Good customer service isn't just about getting big things right, it's about the importance of service quality in every little action that's carried out. The little things add up to making a big impression, so it's your attention to detail in customer service that makes or breaks the customer experience.

In this episode, you'll hear two contrasting stories of how small details add up to customer delight and, conversely, customer dissatisfaction. You'll also hear how a failure to listen to customer feedback leads to increased dissatisfaction and a customer's intention to take their business elsewhere.

You'll learn three lessons you can apply in your organisation, to help you avoid customer dissatisfaction and ensure you're creating a positive customer experience that leaves people wanting to come back and bring you their business time and time again.

• LINKS •

• Improve your team's customer service skills with micro-learning videos from LearningPlanet