Going the extra mile is one of the most important things you can do to deliver great customer service. This is when you have ticked all the boxes, yet you still want to do more. I also believe that great customer service means following best practices like valuing customers’ time, having a pleasant attitude, and providing knowledgeable and resourceful resources, but that you also take things a step further to exceed — rather than just meet — expectations. Sometimes being helpful means anticipating your customers’ needs before they even have to articulate them. In fact, sometimes customers may ask for one thing without realizing that they really need another. It’s your job to anticipate their needs and provide for them. ‘Passion’ is a word often used in the context of customer service and customer experience: passion will drive excellence and continual improvement, and without passion it is next to impossible to deliver at a world class standard. I remain enthusiastic and committed to what I am doing whether I reach my goals or not. For myself: • I stay focused and continually aim to improve no matter what setbacks come my way. • I am always looking for potential solutions to problems whether you are asked to do so by my boss or not. • I never give up or blame other people: for any barrier or problem I find ways to go over, under or around.
