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Customer Service Excellence – What Does Going the Extra Mile Really Mean? by Cindy Stradling CSL, CPC

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  • Customer Service Excellence – What Does Going the Extra Mile Really Mean? by Cindy Stradling CSL, CPC

Customer Service Excellence – What Does Going the Extra Mile Really Mean? by Cindy Stradling CSL, CPC

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1824 Views

November 13, 2018

Every customer service organization likes to say they go the extra mile for their customers. What that really means, however, varies widely from organization to organization. Some companies are convinced that simply returning a customer’s phone call in a timely manner makes them a great customer service provider. Here are some tips to really ensure your company goes the extra mile.  

  1. Be proactive. Many companies are too reactive about customer needs. An example of this is waiting for a customer to call in to complain about a jump in their bill. A great customer service organization calls the customer to inform them that there has been a change that increased their price. Not only does this give the customer a much needed “heads up” but it also reduces your workload in the long run. It is much easier to call a customer and explain the situation than it is to handle an angry customer who calls in. You can control the situation, including when you address it, when you are proactive. When you are reactive, the situation and the timing of it control you. Making these proactive calls also allows you to touch base regularly with your customers to see if there are any other issues that should be addressed.
  1. Make it easy. The best customer service organizations don’t over complicate anything. They keep prices, packages and changes as simple and easy to understand as possible. They also do as much for the customer as possible, to make the experience pleasant.
  1. Make it friendly. Treat customers like they are your friends. Ensure that they enjoy talking to you. Many organizations believe that as long as their employees aren’t rude they are providing good customer service. Going the extra mile means being someone the customer looks forward to talking to.
  1. Make it consistent. Nobody really likes change. Customers, in particular, do not like it when things constantly change in the way they do business with your company. Keeping things as familiar and consistent as possible puts customers at ease. This doesn’t mean, however, that you shouldn’t fix broken processes or programs.

Following these four tips is not very difficult. However, it means a great deal to your customers. When you can provide service that goes the extra mile, you are ensuring your customers value the service you provide, and you ensure that customers will stay with you for the long haul.

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Cindy Stradling

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Our Clients Say

We have had the pleasure of working with Cindy Stradling to source several top notch consultants to assist us with the design and delivery of a variety of Learning and Development and HR Programs. This this successful collaboration we have truly appreciated Cindy's very high standards for members of her network, the drive and energy she brings to her work and most importantly her strong commitment to understanding and meeting the needs of her clients.

Deborah A. Fillippe, CHRL VP Human Resources Kenaidan Contracting Ltd.

Cindy has been a terrific resource to Metro! She met with us to clearly understand our needs then provided us with a shortlist of top-quality trainers for us to meet. The whole process was simple and seamless, and it saved us a lot of time in sourcing companies with specific skill sets. She's a pleasure to work with.

Gary Grant, CHRL Director, Talent Management and Training Metro Inc.

Cindy provides a very progressive and engaging training environment. We have seen her successfully provide solutions to companies and individuals from all sectors, from the sophisticated to entry level. The integrity she applies to all aspects of her business is beyond reproach.

Al Diggins President and GM Excellence Manufacturing Consortium

Cindy has been engaged by Express Scripts Canada to provide Presentation Skills training to our management team. Cindy's expertise in this area has been invaluable in supporting our leaders with their leadership development in their presentation styles.

Anthea Gomez Director, Human Resources & Corporate Services Express Scripts Canada

Cindy is the epitome of positive energy! I didn't just work with Cindy at Duplium; I continue to keep in touch with Cindy because she is a wealth of knowledge and always a delight to catch up with. If you need something or someone, just ask her, she will get it done! She embodies the unique combinations of integrity, commitment and resourcefulness. Thank you Cindy for all the times you gave me just what I needed!

Susan Orenbach Senior Human Resources Professional

We engaged Cindy to help us develop a leadership training program and provide our management with one on one coaching. Cindy's professionalism, ability to understand our challenges and develop an innovative, cost effective training program in a timely manner was truly impressive. I recommend and welcome the opportunity to work with Cindy.

Marina Lichtenberg National Manager, Talent Acquisition Canon Canada - "Your gateway to a dynamic career with Canon"

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