TIME REQUIRED30 Minutes + Workbook

DOWNLOADS Suprise and Delight Workbook click here 

essential previous learningNone

Surprise and Delight

Going beyond the expected

Key Learning Outcomes

  • Recognise that enhancing the customer experience will increase the likelihood of earning repeat or referral business.
  • Learn some tips for delivering good service to your customers.
  • Understand the consumer’s power and their ability to readily communicate a positive or negative experience.
  • Practise our three-step exercise to capitalise on opportunities to surprise and delight your customers.


Everyone loves a surprise! The definition of a surprise is to give something to someone that is unexpected. In customer service, every time you can add a little surprise and delight to the customer experience you have a very good chance of gaining repeat or referral business. In reality customers will only tell others about exceptionally good or exceptionally bad experiences, rarely do they talk about those that are just average.

Think for a minute about the last time you had a GREAT customer service experience. In fact, if you have a team this is a beneficial exercise to do with them. You will be surprised by the answers. You will find that poor customer service experiences come to mind much more readily than good and when you start to drill down into what made a GREAT customer service experience it will often be something as simple as ‘they remembered my name’, ‘they delivered the food in record time’ or ‘they were just so friendly’. Rarely is it anything out of the ordinary and often you will find that an exceptional service experience that someone talks about may have occurred months or even years before.

This is good news as it means that we do not have to work too hard to leave a lasting impression on our clients. The key to designing a WOW customer experience is really understanding your customer’s expectations. If you are delivering just what your customer expects you will probably find that you do not receive too many complaints but it is also likely that you are not creating raving fans out of your clients. Once you are clear on the expectations you can work on exceeding them, one thing to be aware of is that once you start down this path you can never slip back as your clients expectations will have risen the next time they deal with you.

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