Join Jeff Toister for an in-depth discussion in this video Determining the value of outstanding customer service, part of Customer Service Foundations.
When people think about outstanding customer service, there's often an employee who goes above and beyond to be the hero. You may have heard the story about a department store employee who allowed an elderly customer to return a set of tires, even though the store didn't sell tires. Another popular story involves a call center representative spending a whopping 10 hours on a phone call with one customer. Think about an experience where you received outstanding customer service. There's a good chance that an individual employee went above and beyond to make it happen.
Have you ever wondered why they gave that extra effort? People go above and beyond because they get something out of it. Even if it's just the satisfaction of knowing they made a difference. Let's explore some of the ways you, your coworkers and even your organization might benefit when you go above and beyond to provide outstanding customer service. You can download the worksheet to complete the exercises in this video, or just jot down some notes on a blank piece of paper. A good place to start is to look at how you might benefit personally from providing your customers with service that exceeds their expectations.
Make a list of what you gain from putting in that extra effort. It may help to think about a specific situation where you went out of your way to delight a customer. Here's some examples that might be on your list. It made your day better because happy customers are easier to serve. You were in a good mood when you served your next customer. You received positive recognition from the customer, a coworker, or even your boss. You felt a sense of accomplishment. You had a better relationship with that customer the next time they return.
So those are some examples of benefits you might personally gain from providing outstanding customer service. We can also have a positive impact on our coworkers when we personally provide outstanding service. Let's make a list of ways your extra effort might benefit the people you work with. This time, it might be helpful to think about how you felt when one of your coworkers delivered outstanding service. Here's some examples that might be on your list. Your coworkers will have to fix fewer problems.
Great service brings positive energy to the entire team. Trust levels increase when coworkers know they can count on each other. You can be a positive role model. Everyone benefits from working with happier customers. So that's how your coworkers might benefit from you providing outstanding service. Now, customers often look at the people Who serve them as representatives of the entire organization. As the third step in this exercise, make a list of benefits your company receives when you personally provide outstanding customer service.
Here's some examples that might be on that list. Increased profits, retain customers, positive word of mouth. Hopefully this exercise helped you identify some reasons that providing outstanding service is important to you. Customer service isn't always easy but the important thing to remember is that you can choose to give the extra effort to be outstanding.
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- What is outstanding customer service?
- Identifying your customer
- Creating a customer service vision
- Enhancing likability in person, over the phone, and via email
- Actively listening to customers
- Going the extra mile
- Taking ownership of problems
- Diffusing angry customers
- Using data to evaluate and improve your customer service<br><br>
- The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc.