This episode of DEEP DIVES from DENYSE recounts a frustrating three-month customer service experience that Denyse had with TomTom, highlighting the company's failure to promptly resolve a simple map reactivation request due to repeated requests for documentation in different formats.

This negative experience then serves as a case study to illustrate seven key principles of excellent customer service: prioritising customer needs, responding quickly, taking immediate action with minimal information, using customer-friendly language, empowering customer service representatives, focusing on swift resolution and customer satisfaction, and aiming to exceed expectations.

Denyse emphasises that even seemingly basic principles are often overlooked, resulting in lost customer loyalty and missed opportunities.

The discussion also promotes Denyse's book on how to adopt a customer-first strategy called Winning Customer Centricity.