In this video, learn how to determine when it is and is not practical to exceed expectations. Identify opportunities to go the extra mile with the colleagues you serve.
- Go the extra-mile is a common concept in customer service.…It generally means putting in extra effort to far…exceed a customer's expectations.…For internal customers, this might mean going…out of your way to help a co-worker do their job.…One challenge with going the extra-mile is we sometimes…get so preoccupied with other tasks that we don't…recognize an extra-mile opportunity.…Here's Dave walking by Janice's desk.…He would probably appreciate a little help…carrying all that equipment, but Janice doesn't notice…because she's buried in her work.…
It's a small extra-mile opportunity that's easily missed.…One way to improve your ability to spot extra-mile…opportunities is to set an intention to be…an indispensable, go-to person, who helps co-workers…get their jobs done.…This intention will help you stay alert…and spot more chances to be of service.…This time, Janice spots an opportunity to go…the extra-mile for Dave, because it's her intention to be…a helpful, go-to person.…This brings us to another aspect of going the extra-mile.…
In this course, learn skills and techniques for providing outstanding internal customer service to colleagues within your organization. Jeff Toister shares how to build positive workplace relationships, communicate effectively, and serve coworkers who can be difficult to work with. He also provides techniques for managing—and exceeding—expectations for internal service, and solving problems quickly and effectively.
- Distinguishing between internal and external customer service
- Creating positive workplace relationships
- Working with difficult coworkers
- Practicing active listening to uncover your customers' needs
- Managing internal customer expectations
- Anticipating problems
- Defusing angry colleagues
- Adjusting your workplace attitude