Customer Service Tip: When surprise and delight becomes surprise without delight

By: Shep Hyken (submitted by Carmen Gass)

We’ve all heard the expression surprise and delight. The intention is that we surprise our customers with better-than-expected service.

The result is that they are delighted. But what happens when the intended surprise does not delight? Read more here.

When Surprise and Delight Becomes Surprise Without Delight