Act on what needs to be done to provide great customer service.Develop a mindset that prioritises outstanding service.Understand why going above and beyond is important.In the right culture, customer service employees should: Creating a culture of going above and beyond But by recognising just how important this was to the customer, I also recognised how important it was to resolve the issue as quickly as possible. I could have very easily passed on the task. Providing this kind of assistance to customers isn’t technically part of the job description for a Team Leader. The response I received from this was outstanding, and it led to building a great relationship with the VIP, whom I still speak with to this day. I also left a specific instruction to the hardware team to place the drive with the data in it in a new computer and then provide this to the VIP so they could operate comfortably. It took the greater part of an evening, and some creative thinking, but I was able to recover the data and arrange a new laptop for the VIP to use come Monday. With no other details, and knowing my team had gone home, I offered to look into it myself. To give an example of what ‘going above and beyond’ means: last year I got a call after hours from our enterprise operations manager explaining that a VIP’s laptop was no longer working, with critical data needed for an event, missing. You need to understand the specific nuances that separate their particular problem from similar problems that other customers face. This is where understanding a customer’s needs and wants comes in. To get good feedback from a customer and create a brand advocate, you need to go above and beyond at every touchpoint, to do everything you can to delight them. The reality is that simply providing what the customer expects will often yield a neutral response on a customer feedback form.
Being empowered to go above and beyond the customer’s expectations.Īlthough this may seem obvious, many organisations stop short of providing a genuinely memorable customer experience by simply delivering what’s expected.Listening to and understanding the customer’s needs.Thinking about the customer's wants and empathising with them.In fact, I would summarise the key areas of customer service as follows: If you search “customer service advice” on the internet, you’ll get a huge amount of information, but almost all of it leads back to the same road: understand and care about your customers. But what exactly does it mean and how do you get there? Flight Centre Travel Group’s Digital Solutions Team Leader, Tom O’Neill, shares his tips for understanding and prioritising customer needs. Knowing how and when to go above and beyond with customer service is the key to gaining and keeping loyal customers.
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