Article in English: Small businesses often have very different customer service expectations than mega big-box stores. Understanding why people choose your store or business will help you assist your customers in getting exactly what they want out of their interaction with you.  If you are a large company, customers will likely expect a wide selection of goods or services, low prices, and quick “in and out” shopping experiences. If you are a small business, personal interaction, knowledge ability, and problem-solving are very important aspects to focus on. You probably cannot offer prices as low as a mega business, but your friendly expertise will make up for it. One study suggests that 70% of customers are willing to pay higher prices if they get excellent, personalized customer service. 81% of customers believe that small businesses provide better customer service overall than big businesses. Having a clear vision statement for your customer service mission is crucial. You will incorporate this vision statement into employee training and will likely also share it with customers. Your vision statement communicates your business’s core values, what you’re all about.  Consider examples from very successful businesses. ACE Hardware, a very successful chain of independently-owned hardware stores, has been repeatedly recognized with awards as being a top customer service provider. Their customer service vision boils down to a very simple statement: “100% helpful.” This emphasis on helpfulness, not just friendliness, has helped them compete with big-box stores such as Home Depot and Lowe’s.  Another example is from Amazon, whose customer service vision is: “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” By using a metaphor (invited guests to a party), this vision statement clearly expresses Amazon’s goals: to make customers feel welcomed and appreciated, and create a fun and enjoyable experience shopping...

Summary in Vietnamese:
Cân nhắc loại hình kinh doanh của bạn. Đưa ra tuyên bố tầm nhìn rõ ràng. Kiểm tra "bộ mặt" công chúng của doanh nghiệp. Bạn cần đảm bảo rằng nhân viên biết rõ khái niệm "chất lượng dịch vụ" có ý nghĩa như thế nào đối với doanh nghiệp.