218: Creating an Above and Beyond Culture
Takeaways
- Creating an above and beyond culture benefits both customers and employees.
- Above and beyond is defined as doing something unexpected for customers or coworkers.
- Empowering employees is crucial for fostering a culture of service excellence.
- Fear of repercussions can prevent employees from going above and beyond.
- Storytelling can inspire employees to recognize and act on service opportunities.
- Anticipatory service involves identifying customer needs before they arise.
- Service recovery can enhance customer loyalty when handled well.
- Celebrating above and beyond stories motivates employees to strive for excellence.
- Leaders must model the behavior they want to see in their employees.
- A culture of service excellence requires ongoing training and recognition.
Links
Customer Experience Executive Academy: https://thedijuliusgroup.com/project/cx-executive-academy/
Interview Questions: https://thedijuliusgroup.com/resources/
The DiJulius Group Methdology: https://thedijuliusgroup.com/x-commandment-methodology/
Experience Revolution Membership: https://thedijuliusgroup.com/membership/
Schedule a Complimentary Call with one of our advisors: tdg.click/claudia
Zappos call: https://thedijuliusgroup.com/is-zappos-really-that-good-at-customer-service-manager-fired-for-responses-to-online-reviewers/
Blogs on Above and Beyond Culture: https://thedijuliusgroup.com/category/above-beyond-culture/
Contacts: [email protected] , [email protected]
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This episode of The Customer Service Revolution Podcast is sponsored by Fin.ai
The #1 Ai Agent for Customer Service. For more information, visit: Fin.ai/csrevolution
