Is your company’s customer service going the extra mile?

Question is, how does your company’s customer service is different from others? (In a positive way of course.) Are your people going the extra mile which might be not a part of their actual job?

I go to a store to buy a Camera with the assumption that I saw something on the Internet and thought, That’s the one I want.

1- I’ll go to Store A, I’ll ask the person there to show me the specific model I’m interested in, he takes it out, show it to me, I pay him and I go home! Now he must’ve been helpful during the purchase but did he did something special for me? Maybe not but me or the company he works for are happy with him.

2- I’ll go to Store B, same situation but the guy there gets involved, shows interest in what I’m buying. Gives me suggestions like hey, this is a great camera but when you take pictures at a higher ISO, it’s not that good! The result might be blurry! Takes out another one, $30 expensive than the one I had in mind but has a better result! Since, I’m buying something expensive already, it won’t hurt to spend a bit more and get a better camera!

This will result in me being more confident and happy that I got a better thing because of that guy. And I’m sure, I’ll get back to that same store If I’m looking for another item and maybe ask for that guy again! Will you?

Going above and beyond the call of duty means doing something that is not required of you as part of your job or obligations to your customer. But going the extra mile in customer service means doing something special or extra for your customers, even difficult ones, often display extreme gratitude and loyalty when you can show them that they are so important that they are worth going beyond what is required.

That is one of the secrets of providing excellent customer service, demonstrating through your actions that the person coming to you is special and important!

At Webgreeter, we teach, train our reps to do the same! Be cheerful, give the people they are talking to, an extra edge, help them in what they are looking for, improvise.. thus giving us the ability to be at the top of the level, being different than any other.

April 24, 2008 | Filed Under Articles

Comments

One Response to “Is your company’s customer service going the extra mile?”

  1. Tom Fraley on April 24th, 2008 7:16 am

    While customers appreciate great & memorable customer service the company also benefits. What do you teach the company to do to reward the employee? Having top notch employees and products in place, what do you teach companies to do to incentivize potential customers to come in so the sales people can work their magic?

    A unique, simple, well designed incentive program could be the solution. Did you know that over $42 Billon will be spent in incentive programs in the US alone this year? Why? Because they are proven to be effective.

    Here’s one that could work for you:
    http://www.yourbl.com/ribbon.htm

    Let me help design a program that will work for you.

    Tom Fraley
    404.578.6676
    tom.fraley@gmail.com
    .

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