By: Shep Hyken (submitted by Carmen Gass)

When it comes to taking care of customers, sometimes people go a little further than expected. When asked why, they often say, “It was the right thing to do.” There’s no incentive other than the desire to care for someone else. In a sense, that is what customer service is about. While we may be paid to do a job, sometimes doing something that is not required – and therefore not expected – is what the next level of a good customer service experience is all about.

I received a note from M. N. Rao, one of our subscribers to The Shepard Letter. He shared a story that perfectly makes this point. The short version is this: Read more here .

Article Category: Announcement