I met a unique call center representative, who when asked by management to “go the extra mile for the customer,” remarked, “I go the extra mile for the customer by simply answering the phone.” Recently, “going the extra mile” has resurfaced as a customer service topic, and I think we need some parameters for understanding the term to really appreciate what it means to “go the extra mile.”
The saying, “go the extra mile,” has origins in the beatitudes as discussed in the New Testament, which includes a discourse on when asked to walk a mile with a person, go with them two. Obviously, the customer service representative, especially in a call center, cannot walk with the customer two miles. Thus, what exactly and specifically is intended when management wants the representative to “go the extra mile?” Think about this for a moment. In a metrics measured call center, does the representative have the time to engage the customer in idle chit-chat and remain productive per the parameters? Is the representative expected to perform an account analysis for the customer while answering the customer’s questions and extend the call to ensure each customer is taking the fullest advantage of the available products and services offered?
In a related question, what organizational policies are prohibiting, interfering, or downright anathema to the agent “going the extra mile?” As an agent, I worked in a call center with this exact problem; the company instructed agents “go the extra mile” for every customer, but then discouraged agents with policies, procedures, and back office personnel whose sole purpose, it seemed to the front-line agents, was to always say no before yes. When these issues were brought to the attention of the business leaders, the solution was to add more bureaucracy and another person to the back office, which further complicated delivering upon the customer service commitment.
Raising the first point for “going the extra mile” organizational support for delivering a higher level of customer service. If the front-line agents are being asked to “go the extra mile,” the entire organization already needs to be delivering a higher level of support to the front-line agents. Business leaders, “going the extra mile,” begins with you exemplifying the “go the extra mile” attitude. Then, get into the “how” of work performance including the logic of processes and procedures, the reasons “why” business is done in the manner and style of your organization, and smooth the transitions between the front and back office. The best approach for this is to take each business process from origination in customer service and walk it through every whistle stop in your business to completion, and at every stop asking “why.” I guarantee you will find ways and means to improve the process every single time.
Second, when someone is asked to “go the extra mile,” it is human nature for that person to ask or think, “What is in it for me?” If there is no discernable value in “going the extra mile,” the person asked to put forth more effort could become hostile, depressed, and/or simply put less quality into the action wasting potential and defeating the purpose of “going the extra mile.” There will always be a psychological value aspect to this discussion. As a business leader looking to deliver a higher level of quality service, are you prepared to reward agents for “going the extra mile?”
Third, be specific, detailed, and precise in communicating what is meant by “going the extra mile.” My unique colleague has a point. If the agent considers answering the phone “going the extra mile,” how will you as the business leader address the need to act differently? Some might think my colleague was flippant in answering as he did, but the callers at this time were more hostile than normal, technology was changing and customers were experiencing more problems than normal with the services provided, and due to employee churn, all the agents were being asked to work longer hours. It takes real courage in these difficult circumstances just to answer the phone, let alone resolve customer problems; forget “going the extra mile!” As a business leader, are you fully cognizant of the issues in the front office? When asking for an agent to “go the extra mile,” have you specifically defined what this means, detailing actions that fit the description, and do you know it is possible for others to accomplish?
Speaking of accomplishing an action, on the day I was hired as a call center agent, the call center had a six-month backlog of work in the back office, meaning six months prior to my date of hire a customer had requested a bill credit or some other change, and the issue remained open on my date of hire. After 60+ hour weeks, for three months, the backlog had been reduced to 45-days, and this was considered acceptable by the business leaders. Thus, the front-line agents had to be prepared to explain why it would take a minimum of one and a half billing cycles for the change to become visible to the customer and encourage the customer to continue to make the payments as shown on the bill to keep from suffering any adverse consequences. Being possible to accomplish requires business leaders to know what is happening in the front-office and the back-office simultaneously and understand from the customer’s point of view the “why” behind business processes.
Fourth, training as an ongoing, regular, and value-added action is necessary. Too often training is considered “one and done,” and then annual compliance training is required that everyone suffers through. If this is the attitude of training in your call center and the training is not value-added, as in “is the training useful immediately” and the value apparent, there is a failure in training, a failure in leadership, and the failure is visible to customers.
I worked as an agent for a great call center that believed in ongoing training at the team level where front-line managers held daily training and the trainers held monthly refresher and targeted performance training. The problem was that no one measured the training for value, and the agents began to see the time off the phone for training as an exercise in futility. Value-added is a critical component of ongoing training and begins with asking where are you, as an agent, struggling? Value-added training ends with an agent overcoming that specific struggle and growing to find another struggle and knowing that training is there to aid them in finding a solution to the new struggle. Build value-added training as an ongoing conversation, which will be visible to the customer, and the agent is prepared to make the opportunity to “go the extra mile.”
Is the difference clear? Be specific, clear, and concise when directing “going the extra mile,” and agents will begin testing the waters for organizational support based upon their current levels of knowledge. Agents will want to make opportunities to “go the extra mile” when they are properly trained and are confident in the training to help them meet the customer’s request and desires. Agents will make opportunities to “go the extra mile” for customers when they are confident that the business stands behind them in processing, in a timely manner, the agent’s requests made on behalf of that customer. Agents will make opportunities to “go the extra mile” when their leaders are exemplifying “going the extra mile” for internal customers. Agents will create opportunities to “go the extra mile” when there is value to them personally for the extra effort and when “going the extra mile” does not harm their scores in a metric based call center. Finally, agents will create opportunities to “go the extra mile” when they know specifically what “go the extra mile” entails; remember, amorphous feel-good lines do not clear instructions make.
© 2018 M. Dave Salisbury
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