QUI QUOTE: Keep saying, “That’s not my job,” and soon, you’ll wish it was because you won’t have one.
Be the customer. When you hear “That’s not my job,” you’d retort, “Well, it looks like you work here. Why isn’t it your job and why don’t you find the right person?”
Be your employer. When you hear, “That’s not my job,” several times from the same person to another customer, you’d think, “We should replace that someone who feels it’s not their job with someone who feels it is.
Be you. To the customer, you’re not a representative of the company. You are the company. So own it. Be the CEO of the moment. Take it professionally. Take it personally. Take it responsibly. Just don’t take it at home.
The customer is not always right. But the customer is always YOUR customer. So do whatever it takes to make the customer FEEL right.
#customerservice #customerexperience #custserv #custexp #cx
BILL QUISENG | Deliver the World's Best Customer Experience 
Couldn’t agree more! A proactive, customer-centric mindset is key in today’s world. Sometimes going that extra mile isn’t even “extra” – it’s simply meeting basic customer expectations in a competitive market. Two points to add:
1. Empowerment: Companies should equip employees with the authority and training to resolve issues, even if they technically fall outside their specific role.
2. CX Feedback Systems: Tools like SogoCX help organizations track these ‘above and beyond’ instances. Recognizing employees who embody this spirit creates a positive reinforcement loop.
Does your company actively foster an ‘ownership’ mentality when it comes to customer issues?
Sarah F.,
Thank you for acknowledging my blog post. I want to express my appreciation and kudos to you for your “Rule of Three customer experience insights. In appreciation, in collaboration, and in the spirit of paying it forward, I offer you this:
“Sometimes going that extra mile is … simply meeting basic customer expectations in a competitive market.” With that in mind, we should future-proof the customer experience. In addition to asking, “What happened?” to your people after they have engaged with your customers, ask them, “What if?” Exceeding the expectations of current customer needs and innovating future potential customer wants will maximize the ROI of CX.
“1. Empowerment” Leaders should empower their people to make the right decisions. When they do, their people will feel respected, appreciated, and valued. With the leaders’ support and encouragement, the will inspire and empower them to develop themselves and engage their customers. Soon, everyone’s experiences and, ultimately, their lives will be enriched.
“2. CX Feedback Systems.” If you want your people to make it a habit to deliver outstanding customer CARE, you have to make it a habit to recognize them when they do. “Recognizing employees who embody this spirit creates a positive reinforcement loop.”
Thank you, Sarah, for sharing your insight that prompted me to collaborate with you to share mine. For that, I very much ❤️ appreciate you.