The belief that you should do your best to “make things right” with customers in tough situations is a recurring theme among those companies with legendary customer service. Creates loyal customers Sometimes being helpful means anticipating your customers’ needs before they even have to articulate them. In a metrics-measured call centre, does the representative have the time to engage the customer in idle chit-chat and remain productive per the metrics? Customers are getting more and more spoiled these days. Up-sell your customer at the point of purchase, offering a detailed demonstration and preferably a video to show the benefit of the upgrade. Here are a few sample responses to help you answer "Tell me about a time you went above and beyond": Example 1: Entry-level marketing assistant. If the frontline advisors are being asked to go the extra mile, the entire organisation already needs to be delivering a higher level of support to the contact centre team. Service turns new customers into repeat customers. This guide is intended to help you strive for service excellence in your business and is prepared in line with the service excellence model. Your time is the greatest gift you can give to people. For more great articles from Dave Salisbury, check out the following stories: Published On: 26th Feb 2018 - Last modified: 22nd Sep 2020
Read more about - Customer Service Strategy, Customer Service, Performance Management. businesses. The Cronbach's alpha was 0.788 which indicated a high level of … After a while, you won’t even notice that you walked the extra mile for a customer because it will become a standard for you. Engaged employees are more willing to go the extra mile to resolve a client’s problem or close a sale, contributing to a culture that consistently delivers great customer service. 1. Found inside – Page 108This is especially important if you have limited customer service hours, says Freedman. ... Going the extra mile shows them you care not just about their purchase, but also about their enjoyment of owning and wearing your merchandise. Bungie creates a holiday miracle. A business leader that is looking to deliver a higher level of quality service must be prepared to reward advisors for going the extra mile. 4 ways you can go the extra mile. Feelings that Motivate Employees to Go Above and Beyond. Even though every library, whether research, academic, public, special, or school will tailor their service to accommodate the specific needs of their customers or community, a common thread-our attitude toward customer service-bonds all librarians. Photo sources: Brand24, Archinect Go the Extra Mile. Ask yourself what you can do that other companies can’t. Some might think that the advisor was being flippant in answering as he did, but the callers at this time were more hostile than normal. Get Competitive Advantage by Going the Extra Mile for Customers Human Customer Service. I imagine it involved a company or representative doing far more than what was expected of them. I worked as an advisor for a great call centre that believed in ongoing training at the team level, where front-line managers held daily training and the trainers held monthly refresher and targeted performance training. The problem was that no one was measuring the training for value, and the advisors began to see the time off the phone for training as an exercise in futility. They need to pay attention to a fundamental and often overlooked truth about people: How people feel profoundly affects whether or not they will go the extra mile for you. It takes real courage in these difficult circumstances just to answer the phone, let alone resolve customer problems; forget going the extra mile! UP Your Service! Customer, I can help you with that." With expectations getting higher and so many choices available for a customer, it’s more important than ever to find ways to go the extra mile. Found inside – Page 2It's not just being nice to the customer although that is very important! Going the extra mile or "over and above" to serve the customer is our focus. Good isn't good enough when talking about customer service. It can be a helping hand. Go the extra mile. Being proactive and empathetic to the customer’s concerns are some of the ways you can let them know that this is more than a phone call. However, what if the company had a policy that stated that the delivery must have been signed under the supervision of one of the organisationâs drivers. The competition is fierce an d customer expectations are high. 1. The Company has a 100% satisfaction guarantee and a “Peace of Mind Review” to make sure all the information is correct and accounted for. Customers like to know that if there is a problem, the company has some type of commitment or guarantee in place which will help protect them. 4. Find out your Customers’ Needs and Wants The team will make opportunities to âgo the extra mileâ when their leaders are exemplifying âgoing the extra mileâ for internal customers. Example 3: Entry-level customer service representative. It is truly a great feeling when you can help someone. Offer great customer service. Everyone must be committed to live your service values every day. Many of us will have worked in a contact centre with this exact problem; the company instructed advisors to go the extra mile for every customer, but then discouraged advisors with policies, procedures, and back-office personnel. Craig works with a wide range of business sectors, and draws on 16 years of experience to ensure clients get the best possible IT support and service. Found inside – Page 498(Jolene, Customer Service Representative) For Chloe, who is hoping to be promoted within the company, it was about LV= taking an interest in her aspirations and in helping her to achieve those that made her want to go the extra mile: ... Advisors will want to make opportunities to âgo the extra mileâ when they are properly trained and are confident in the training to help them meet the customerâs request and desires. Exceeding Customer Expectations Course Objectives. Found inside – Page 133Finally, customer service involves going the extra mile, listening patiently, and exhibiting a can-do attitude. SHOW AND TELL Avoid informational ... Stress the importance of proper telephone etiquette. Include the intercom, bulletin ... Marketing Metrics sites the chance to sell to a new customer is only 5% — 20% but the chance to sell to an existing customer is 70%. Going the extra mile is often simply doing the little things, and occasionally pulling out the stops to service your customer. Found inside – Page ivFrom the customer's perspective this involves the organisation delivering the promise , providing a personal touch , going the extra mile and resolving problems well . The demand from employers for staff in customer - facing roles who ... Chick-fil-A’s extreme service makeover. Making them feel special like this turns the conversation into something that is more personal because it will stand out from the sea of phone calls out there. Think about the best customer experience you have ever had. It may sound clichéd, but itâs true. When these issues are brought to the attention of the business leaders, the solution is often to add more bureaucracy and another person to the back office, which further complicates delivering upon the customer service commitment. Found inside – Page 9company has always been a customer service pioneer and is going the extra mile again. ... of its profitable customers.14 Service is especially important for small companies that have to compete against the mass merchandisers who offer ... 3. The samples are already big enough to understand the science behind it. Found inside – Page 283Deliver excellent customer service Knowing how to keep customers happy can make or break your event. Great customer service is about going the extra mile, making every single person feel like the most important one. 2. They went so far as to buy a struggling customer a pair of shoes from a rival company when they didn’t supply what she needed. Go the extra mile & Always It helps to create the devoted customer that wants to come back. Some of the core principles of good customer service include: 1. Be willing to go the extra mile. (The study included a sample size of 2,003 adults from the United States.) In addition to this, a 2017 report also found that the percentage of industry professionals that deem service level to be a âvery importantâ metric dropped from 70.0% to 62.7% from the year before. Five Powerful Customer Service Tips to Help You Go the Extra Mile. The competition is fierce and customer expectations are high. Found inside – Page 78Customer service isn't just the job of your customer service department and representatives, it's the job of every ... The company and its employees not wasting customers' time Friendly employees who will go the extra mile for customers ... The most important way to go the extra mile is through customer service. After the first service was offered in the cabin, a Qatar Airways passenger at Business Class, place 5F was extremely unhappy with the service of one of my colleagues towards his daughter. Going the extra 860 miles … let’s hear it for great customer service When things go wrong with goods or services, it’s more about a resolution than the issue itself Finding On-the-Spot Solutions. Example 2: Mid-level sales manager. An important principle of success in all walks of life and in all occupations is a willingness to " Go The Extra Mile "; which means the rendering of more and better service than that for which one is paid, and giving it in a positive mental attitude. This includes service level, as research discussed in the article âIs There a Correlation Between Queue Time and Customer Satisfaction Levels?â, suggested that a customerâs satisfaction will not be significantly affected by wait time, as long as their issue is resolved. By going the extra mile they do feel they are the most special person to us. They want everything to be better, faster, and cheaper. This will escalate if they have been calling repeatedly without their issue being resolved. Handle customer complaints in a positive manner. This, in turn, will also bring back the trust that they have lost in the company. 2 Presentation Objectives 1. If this is the attitude to training in your call centre and the training is not value-added, as in the training is useful immediately and the value apparent, there is a failure in training, a failure in leadership, and the failure is visible to customers. Your customer service department is, in many ways, the face of your brand. Empathy is a skill that is likely to bring important changes to your business culture and customer relationships. By using Slaask, you can integrate all your channels of communication on a single medium, such that you don’t miss any message. This is highlighted below. Found inside – Page 1Whether you’re just starting your business and want to lock up great customer service procedures, or you’re an established company looking to revamp your customer service to answer new market needs, this is the resource for you. Your hotel’s staff must go the extra mile in exceeding customer expectations and should offer an impeccable service, for enhanced customer loyalty. Problem: Mediocre or poor customer service, or doing “just enough to get by.” Solution: Commit yourself to going the extra-mile in service to others. Does great customer service begin and end with your wait staff? It can be a gateway to a company’s product catalog. Found insideThe end of chapter case study highlights how WestJet staff members are empowered to think outside of the box and go the extra mile to provide customers with exceptional service. Advocates of empowerment claim some impressive benefits to ... The more special they feel the more they will want to return to see you. Going the Extra Mile to Create a Positive Customer Experience is about communicating with the customers and giving a positive impression whenever dealing with a customer. 1. In addition to metrics preventing advisors from going the extra mile, think about what organisational policies are prohibiting, interfering with or are downright anathema to the advisor going the extra mile. Hundreds of thousands of doctors, nurses, and other healthcare providers go above and beyond everyday for their patients, staff, and community. Found inside – Page 824 READING Going the extra mile a Read the introduction to the article . Why is good customer service more important than it used to be ? b Read the five stories . In pairs , try to guess how the last sentence of each story ends . Why Customer Satisfaction is Important. Here's why. Found inside – Page 3652 Tools for Delivering the Most Amazing Customer Service on the Planet Shep Hyken ... you have been treated to a moment like this, you feel extra satisfaction, knowing that someone (or a company) has gone the extra mile to serve you. Customers want to be better understood. How to Provide Customer Service Excellence . It is 10 times more expensive to attract a new customer than to keep an existing one. The customer service industry rewards people who are willing to do this even in the middle of conflicts and work pressure. That’s great service recovery. It means service to the customer and being on time for delivering the service or going the extra mile to help another person. For example, it’s the extra time a salesperson spends helping you make the right selection or the customer support rep that takes an extra few minutes to ensure you have all of your questions answered and won’t need to call back. Below are some examples of how you can go that extra mile for the customer. 1. Get to Know Your Customers Importance & Benefits of Customer Complaints. Service also makes customers happy! Sales turn prospects into new customers. But in truth it’s what makes the difference between a good business and a great business. A Loyal Customer is a treasure you should keep and hide from the world. This is arguably the first or rather, the thumb rule of business. 1. 8 Leadership Attributes That Make Employees Go the Extra Mile Most managers fail when it comes to getting employees to reach their fullest potential. #1. If advisors consider answering the phone to be going the extra mile, how will you, as the business leader, address the need to act differently? Not just visit more, but spend more per visit. Responding to or communicating with customers in a prompt, efficient manner is a critical aspect of bank customer service skills. Take a look at Zappos, a brand built on going the extra mile for customers. Remember that being proactive means that … 26 Great Techniques for Showing Real Empathy in Customer Service. This could perhaps indicate that contact centres are beginning to relax their service levels to encourage their advisors to be more attentive to customers. Personalize your customer service… That said, even the greats of the customer service world … Found insideA 31-Day Plan to Improve Client Relations, Lock in New Customers, and Keep the Best Ones Coming Back for More Rick ... to your customers, and going the extra mile are ways to separate yourself from the normal, everyday customer service ... What is in a phone call? In that same spirit, Cathy shared a verse from the Bible -- Matthew 5:41: “If anyone forces you to go one mile, go with them two miles.” Found inside – Page 49Returning customers tend to go back to the same staff who had gone the extra mile to value—add to their buying experience earlier. People are usually pleasantly surprised, and at times even overwhelmed, when a service staff goes beyond ... This is when you have ticked all the boxes, yet you still want to do more. Found inside – Page 28Hopefully by now you should have a preppy good idea about why customer service is important, and how to go about it for ... yourself that you risk being overtaken by compactors who are willing to go that extra mile for their customers. Here’s another example of going an extra mile for a customer. Focus on Creating a Culture of Customer Centricity. Found inside – Page 491customer service Consists of all those activities performed by the retailer that influence (1) the ease with which a potential ... retailer not only for its great service but also for going the extra mile in solving their problems. For more on the different types of contact centre cultures, read our article: What Is the Best Model for Contact Centre Culture? If there is no discernible value in going the extra mile, the person asked to make more of an effort could become hostile, depressed, and/or simply put less quality into the action, wasting potential and defeating the purpose of going the extra mile. You will gain more confidence, your calls will flow better, and you will think clearer because you have customers that go along great with you. Good customer service is a must, but sometimes it … Speaking of accomplishing an action, on the day I was hired as a call centre advisor, the call centre had a six-month backlog of work in the back office. Are Your Call Centre Agents Going the Extra Mile? The flight DOH-IAH(Houston) on 30 June 2011, on a Boeing777 (QR77), with a duration of 16 hours and 58 minutes – from Cabin Service Director position. Found insideSecond lesson: Any company that deals with its customers facetoface needs to realize that making the customer feel important is one of most important shows. Shrewd retailers have found that going the extra mile to pamper a customer can ... Found inside – Page 117... service recovery posts where Barclays made a clear attempt to introduce a personal touch that went the extra mile. For example, instead of directing the customer to another department, Facebook staff offered to pass the customer's ... Armed with a definition of customer service, as well as what today’s customers want from businesses, let’s look at what makes good customer service. Once you get into this mindset, many other things should follow. There is little doubt the value systems Ross and Andrew will pick up from their father will include going the extra mile; second mile service … Found inside – Page 84Customer service is difficult to define , but it is important to remember that it is the customer who will decide what customer service is . Customers can be very ... CASE STUDY Going the extra mile ! Passenger Agent Maria had a tricky ... Now customize the name of a clipboard to store your clips. You just want to make sure that whenever you make promises or set expectations, you have to fulfill them or at least follow through with an update. You know that, but sometimes it’s easy to forget. Customer service and going the extra mile. Is the difference clear? Be specific, clear, and concise when directing âgoing the extra mileâ, and advisors will begin testing the waters for organisational support based upon their current levels of knowledge. Found insideChapter 20 Go the Extra Mile Treating your customers as the most important part of your job, fixing their problem and showering them with courtesy earns you a pat on the back for good service. The difference between good and excellent ... The saying âgo the extra mileâ originally comes from the Bible: âIf anyone forces you to go one mile, go with him two miles.â [From The Sermon on the Mount â Matthew 5.41 ESV – Editor], coined in a tale where someone was asked to walk a mile with another person but chose to walk two. As you practice the habit of going an extra mile, you will be happy as you are in the service of others. What gives these companies a competitive edge over their counterparts is the commitment of their employees towards delighting customers always. 7. Found insideKnowing and using names is a key factor in providing exceptional customer service! Customer service is ... Exceptional customer service is exceeding the customer's expectations by going the extra mile and adding that special touch. Happy customers are much easier to deal with than irate customers. Singapore has been working for years to upgrade service skills and uplift the service mindset in the nation. It all starts with incorporating a customer … Customer Service PowerPoint PPT Content Modern Sample ... Clipping is a handy way to collect important slides you want to go back to later. However, not all the feedback you get is positive. Found inside – Page 1915) Ultimately, regardless of the type of business, customer service is a key element in the success or failure of an ... real customer satisfaction and loyalty means going the extra mile to give customers what they need before the ... Here are some examples of little things that are easy to do: Rather than give your customer another number to call – do a warm call transfer. The definition of a customer is anyone who enters the front door of the organisation and makes an enquiry. Establish the context for discussing service excellence in healthcare 2. Customers love to chat. On average, loyal customers are … Specifically, there are five feelings that make employees more likely to put in extra effort, more likely to perform at higher levels and less likely to quit their jobs. Training as an ongoing, regular, and value-added action is necessary. Too often, training is considered âone and doneâ, and then the annual compliance training is required that everyone suffers through. The customer has to feel like they are getting something special. This is up from $41 billion in 2 These brands go the extra mile to take customer support to the next level by offering personalized experiences, amazing perks, and high-quality products. If there is one overwhelming reason to go the extra mile, it is to make sure that … Improving Communication in Customer Service Is the Key to Your Company’s Success. Found inside – Page 82READING Going the extra mile a Read the introduction to the article . Why is good customer service more important than it used to be ? b Read the five stories . In pairs , try to guess how the last sentence of each story ends . You have to make them feel, not just hear, that you are ready to pull out all the stops to help them. John Woerly, MSA, RHIA, FHAM – Vice-President, Patient Access . In your interview answer discuss how you develop positive customer relationships by: actively listening and making the effort to understand the customer's needs The interviewer is looking for a specific answer that showcases your ability to deliver excellent customer service. Another simple example of going the extra mile is asking if there is anything else you can do for the customer at the end of the call. Customer service takeaway: Today’s customers don’t just want products or services, they want unique experiences that they can’t get anywhere else. The advisor would then be recognised for their idea, and the contact centre would give the advisor an award, while sharing the âcustomerâs storyâ on the contact centreâs walls, as shown below. Going the extra mile is one of the most important things you can do to deliver great customer service. Found inside – Page 414image of being in low-end jobs that have no significance. ... between going the extra mile for a customer and service sweethearting, whereby employees unnecessarily and potentially, illicitly waive bills or give freebies to boost their ... Found inside – Page 161Providing something extra can encourage customer loyalty and gives an organisation a good image , showing that it cares for its customers . ... What is the importance of providing excellent customer service ? 3. Handling all these duties at once can make it hard for the advisor to also go the extra mile for the customer, especially if the advisor is targeted against Average Handling Time (AHT) as well. So, the front-line advisors had to be prepared to explain why it would take a minimum of one and a half billing cycles for the change to become visible to the customer. As a business leader, are you fully aware of the issues in the front office? When asking an advisor to go the extra mile, have you specifically defined what this means, detailing actions that fit the description, and do you know it is possible for others to accomplish this? So, to create a contact centre culture where going the extra mile is encouraged, make sure there are not any efficiency-based targets that are contradicting this ethos. It’s vital to attract the best talent with competitive pay and benefits. After 60+ hour weeks, over three months, the backlog had been reduced to 45-days, and this was considered acceptable by the business leaders. Then, get into the âhowâ of work performance, including the logic of processes and procedures, the reasons âwhyâ business is done in the manner and style of your organisation, and smooth the transitions between front and back office. The best approach to this is to take each business process from origination in customer service and walk it through each stage in your business to completion, and at every stop ask âwhy?â It is almost guaranteed that the organisation will find ways and means to improve the process every single time. , especially when you can establish a..... with a conflict, in turn, will also bring back trust! Service it provides show the benefit of the organisation and makes an enquiry be recited with sarcasm or studied excellence! A Sample size of 2,003 adults from the world is 6-7 times more to... 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