Summary In this episode of the Customer Service Revolution podcast, Denise Thompson and John R. DiJulius III discuss the importance of creating an above and beyond culture in customer service. They explore how empowering employees, defining what above and beyond means, and overcoming fears can lead to exceptional customer experiences. The conversation also covers various types of above and beyond opportunities, the significance of anticipatory service, and the role of storytelling in fostering a culture of excellence. The episode concludes with insights on celebrating above and beyond stories to inspire and motivate employees. 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

Books

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]

Subscribe

We talk about topics like this each week; be sure to subscribe wherever you listen to podcasts so you don't miss an episode.