Recognize opportunities to go the extra mile. Determine the realistic limits of above-and-beyond service. Delight customers with your service.
- Providing outstanding customer service…is often referred to as going the extra mile because…it's service that's above and beyond what's expected.…Some people think all that's required…is a little extra effort, but there's more to it than that.…It's our customer who ultimately decides…whether or not we went the extra mile.…To go the extra mile, we must adopt the extra mile…mindset which will help us identify opportunities.…And we need to take action once we see those opportunities.…
Here's an example of all three.…- Okay, you're all set.…Do you know where you're going?…- Yeah, I think so.…- Many customer service employees…would hear the customer say, yeah, I think so,…and assume the customer is all set.…But if you had the extra mile mindset…you might hear hesitation in the customer's voice…and identify an extra mile opportunity.…Let's look at that scene again to see what happens.…
- Okay, you're all set.…Do you know where you're going?…- Yeah, I think so.…- Do you?…You know, let me give you a map, right.…- Thank you.…
LinkedIn Learning is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.
- Explore how you can use customer surveys to build rapport.
- Name three ways you can use active listening to serve your customers more effectively.
- Identify the different types of needs that must be addressed in order to solve problems.
- Explain the benefits of taking ownership of a problem.
- Define “preemptive acknowledgment” and recognize its impact on customer service.
- List three types of attitude anchors and explain their differences.