Phil Van Hooser A "Wow" Customer Service Example

This eight minute video clip starts off a little fuzzily but ends with a really good definition of 'service professionalism'. Take a moment to think of the way that Phil Van Hooser defines service professionalism. Do you think that one can be considered professional if you do not exceed expectations?

Phil Van Hooser doesn't think so and gives some compelling reasons for thinking this way.

For more on difficult customer check out The Defusing Hostile Customers Workbook.