What does customer service excellence mean?

Imagine this:

You go to Hoggs Breath Cafe (a restaurant). They take about one hour to take your order, and when they finally do, they act all crabby and rude. It then takes them atleast another hour and thirty minutes to give you your food, and its not even what you ordered. You tell them, and they say: "Sorry, there is nothing we can do about it".


Now, imagine this:


You go to Hoggs Breath Cafe. They give you a good table and take your order within a few minutes. They bring your food even quicker. The person serving you is kind and friendly. She gives you a discount and tells you to have a lovely evening.


Excellent customer service would be the second scenario. Friendly staff + quick service + discount = Excellent customer service.