The secret to consistently excellent customer service Once a company figures out how to deliver great customer service, the next step is to ensure that best practices are enforced on a consistent basis. This involves communicating with customer service agents and providing them with clear expectations. In a recent article published on the Forbes website, contributor Micah Solomon, a customer experience consultant and author of the book "High-Tech, High-Touch Customer Service," shares some of his secrets for maintaining consistently excellent customer service. "If you want to keep your service standards alive–energized–you need to do a bit more than communicating them initially and training on them," writes Solomon. "Consider using my acronym PEPI as your framework. (I pronounce it 'peppy,' but you're on the honor system here.)" PEPI consists of the following: Purpose – Inspire employees by letting them know what their purpose is within the organization Enforce intelligently – "Keep things simple, keep them visual and reinforce, reinforce, reinforce," writes Solomon Peer pressure – Encourage positive peer pressure so that employees are held to high standards Input – Welcome feedback from employees and be open to making changes that could improve customer support operations. Recent studies show that consumers will react to poor customer service in a way that could be detrimental to your company. This includes taking their business elsewhere and venting about the bad experience on social media platforms. One way to ensure that your customer service is exemplary all the time is to outsource some or all of your customer support operations to a domestic inbound call center. At customer service outsourcing companies, management will establish a program with you so that the customer service representatives know what it takes to deliver consistently great service.