SERVICE SUCCESS BEST PRACTICES
GOING ABOVE AND BEYOND
Stepping into situations with empathy and the ability to provide moments of surprise and delight, means an awareness of what going above and beyond should look like. Instead of feeling overwhelmed by going the extra mile, we want to empower employees to always take the extra step. Going above and beyond doesn’t have to be big, but it should always make a difference to the customer.
Examples of going above and beyond:
Interacting with customers outside of instruction time, an instructor who stays after class to encourage a student and demonstrate a skill again. Helping set up a room or program that is not your specific responsibility. Offering, before you are asked, to open the door for another employee who has their hands full. Remembering names of customers and using them to connect in conversation.
Reaching out and connecting with customers who are usually regulars but haven’t been around in a while. Taking the time to walk a customer to their destination, instead of just pointing them in the direction they need to go. Providing information about similar programs at other sites or facilities to meet the customer’s need when the program they want is full.
A CULTURE OF EMPATHY
It’s the little things that count; the moments where employees feel empowered to truly see the customer and what they need or want. We are committed to empowering employees to step into all customer interactions, internal or external, with empathy and a goal to let the individual customer needs determine the experience. Employees won’t always have the answer the customer wants, but employees should always feel empowered to provide the customer with an exceptional experience that goes above and beyond what they were looking for.
“Empathy is feeling with people” - Brené Brown
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