In recent post by Kelly Craft - Thoughtelf's Blog , asks if we clean our customers windows and top up their oil, in order to provide exceptional customer service - led me to a hmm moment.
Hmm - as thoughts of if and how I have received, and provided myself.
Myself the Customer
As a customer, I still go to a Full Service Station, when gassing up my car. I pay an additional 0.1 cents per litre to obtain Full Service. This entitles me to getting my windows washed, and oil checked as minimum. But, I get much more, and go for the addons - conversation and genuine caring. The attendant asks questions about how the car has been running, and mileage, and just general weather type conversation. He is excited to see me, and also does a check of lights and tire visual check. It is well worth the additional 0.1 cents per litre. I go out of my way to get my gas at this station, when this attendant is working. In fact, I coordinate getting my gas (as much as possible) around his hours, even if I still have a half tank of gas.
Myself the Customer Service Manager/Advocate
I have always attempted to provide my customers with 'exceptional customer service' and 'go the extra mile'. I believe, I have managed to do this, the majority of time, and mentored staff to provide.
I would like to provide service like Zappos
- PROACTIVE. Expedite orders without extra cost.
Provide Exceptional Service Rather Than fix Complaints
There are various ways that we can be 'proactive', and look ahead for the customer. You can do many proactive actions, without having a complete enterprise culture change
- take action, and others will follow.
Some of my extras:
- Verify Customer configuration and recommend changes for improvement without request.
- Sent email notification regarding upcoming system updates on horizon & what means.
- If CRM shows no recent activity from customer - send out email to check-in.
- Added customers to IM, Twitter and FB and engaged after 9-5
- when customers are online.
- As Customer Service Manager - provided customers with my cell number. Never abused.
What are your extras? How do you go the extra mile?
Can you BE the Extra Mile for your company?