9.2.5 What is in it for you?
One of the benefits for staff that care about their customers and go that one step further is that they often enjoy their work more than those who put in the bare minimum of effort. Customer compliments, written, verbal or displayed through actions, are a marvellous source of motivation. Remember that success breeds success .
Customer care, then, is more than simply doing your job. It is about going that extra mile to add value to your service and to exceed your customers' expectations. You can probably recall some of your own experiences where you received that extra amount of service that left you with a positive feeling towards the service provider and the organisation.
The following reading contains some interesting examples of service providers who have been willing to "go the extra mile".
Reading 9.6
DeVrye, C. 1994, "Add value by doing that little bit extra".
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