I came across this book today, Exceptional Customer Service: Going Beyond Your Good Service to Exceen the Customer's Expectation, and in Chapter two there's a heading titled "Things You Can Do to Make a Difference!" with some thoughts and tips I'd like to pass on:
* Think of a situation where you felt limited by company policy or procedure in serving your customer.
* Ask your team leader what specific freedoms you have togo beyond this policy.
* Substitute yourself for the last customer your served. Would yo hvae been satisfied with the service? Would you have felt the experience was exceptional in any way?
* What's one thing you will do to make a difference in the service provided with your next customer?
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