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Oxford Direct Service Ambassadors

This space is dedicated to the Oxford Direct Service (ODS) Ambassadors and projects they are working on.

What is Customer Service Excellence?

Defining Customer Service Excellence
Can you define excellence? When we’re talking about customer service you can.

Customer service is providing customers with assistance.


However, customer service excellence is when you have a personalised, respectful, and smooth approach in that department.

“Excellent customer service is more than what you say or do for your customers. It also means giving customers a chance to make their feelings known.”

With customer service excellence you will provide customers with all the assistance for perfect customer experience. This approach needs to be applied before, during, and after.


What Makes an Excellent Customer Service?
The definition of customer service excellence is stated but what about characteristics that explain it?


Here is what excellent customer service consists of:

  • Meeting customer’s expectations

  • Exceeding customer’s expectations

  • Personalising customer service to target audience’s needs

  • Timely solving any problems

  • Fast responses

  • Responding to any inquiry

  • Recognising when the customer needs help 

  • Showing a positive attitude even when some complaints come up

  • Being creative with problem-solving

Read our presentation here

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