Being Prepared to Go Above and Beyond

For the CSR desiring to be successful, gone are the days of just providing basic service. Competition is fierce, and an attitude of always striving to go above and beyond is a must. This is not just needed if you want to excel, as in times past, but it is needed to survive.

In order for companies to stay afloat in the competitive world of retail, they must provide more than just the average service people expect. Providing exceptional service that goes above what is expected by the customer will have a lasting effect on customer loyalty. If you are unsure how to better prepare yourself to go this extra mile, it is not hard to do an internet search to find many articles relaying details about exceptional service, some of the traits needed, and other aspects of the task. Read through some of these types of stories to get a feel for service that provides that ‘WOW’ factor.

First off, just give some thought to the types of service you have received at various places in your personal travels. What has appealed to you? What may have turned you off? Ever since I have become involved in this line of study, I am aware (sometimes painfully aware) of the type of service offered as I go through my day. Take note of the good and the bad, and then seek to model your own service attitude towards those goals. The article suggests becoming the type of customer that is most likely to be serviced by your position. Go to the types of places they may typically visit, and get a feel for the type of service they are being offered elsewhere.

Once you have a feel for the surrounding service traits, focus your attention on striving to go above that level. A recent article appearing at Entrepreneur.com offers some helpful tips on providing this higher service. Not all of them are applicable to every job situation, but you get the general idea:

1. Call the customer personally with updates on the status of the order and expected arrival time.
2. Hand-deliver the merchandise when it arrives.
3. Take 20 or 30 percent off the cost.
4. Send a note apologizing for the delay -- tucked inside a gift basket full of goodies.

These are just some starter examples of things you can do. Plus, depending on the type of business you get employed by, it may determine how much harder you have to work at providing excellent service just because of the perception of the customer base. As one of our own Nexxt writers reported, a recent survey “revealed that customers are more likely to expect excellent customer service from specialty stores, and that they have just about given up on getting the same type of service at discounters”.  “While discount stores offer lower prices to lure customers, the expectation of poor customer service drives them away.” So depending on your work environment, you may be fighting an uphill battle from the start. However, that could be the best opportunity to really stand out and shine. Turning things around for such places can be accomplished with the right team and right attitude.

Seeking a position as a CSR these days requires a much deeper understanding of what excellent service means, and what customers expect. Knowing these skills will better assist you in landing, keeping, and exceling in a new service position.

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