Being honest and having strong moral principles.

When a customer realises that a cashier forgot to scan an item and takes it back to the shop to pay for it.

Any powerful or compelling emotion or feeling.

The self-driven attitude about your job/ hobby or sport that leads you down the path of success.

The process of translating an idea into a service that creates value for which customer are prepared to pay.

The Mc Donald’s drive-thru concept is based on the principles of a fast Formula 1 pitstop.

A firm belief in the integrity, ability and character of someone or something.

The hope that a parent has when they let their teenager borrow a car.

The obligation and realisation of an individual or organisation to take responsibility for its activities and accept responsibility for them.

When service delivery to a customer fails all the staff that were involved in dealing with the customer take responsibility for the failure.

Do (not only say) everything in their power to put the customer first, they make it a priority to provide exceptional customer service.

A fashion brand created a holistic approach to provide goods and services that seek to provide a top notch experience before, during and after their purchase. They then went on to ask the customers to rate their service.