Customer service - Going the extra mile
The term “going the extra mile” is a very old expression but very relevant today in the context of customer service.
It can describe actions beyond the expected that have been taken by customer facing staff.
They may have tried significantly harder to satisfy the customer, done something beyond the norm, or something outstanding that was not expected but pleased the customer.
These actions sometimes require little effort or time but are remembered well by the recipients of such efforts.
When engaged in customer service projects, SIGMArm continually receive comments from respondents who have been recipients of the extra mile.
Customers express loyalty and advocacy towards , people and suppliers that have in the past provided them with those extra efforts of support, advice, or other form of customer service excellence that surprised them.
But what are those extra mile actions that an individual person or a company can provide? A simple way of discovering is to ask yourself two questions.
- What additional things could I or other people in my company do, to pleasantly surprise the customer?
- If I was one of our customers, what would I consider Going the extra mile?
Then make a point of going the extra mile.