Updated: May 12
Care. This is the word that changes everything.
Caring is the essential ingredient to good customer service and experience.
These are two different things.
Caring comes through on the phone, and can be heard in your voice and felt in your presence.
Caring is about me; your needlessly unfriendly policies are about you.
Caring is the difference between a amateurs and professionals.
Have you ever been to a restaurant where they care? Or a doctor’s office? You can tell immediately.
You can tell when you get asked a follow-up question.
You can tell when they won’t let you go without making sure you have what you needed.
You can tell when they demonstrate compassion and humanity towards you.
There is no list here, no tips or suggestions.
If you can’t care, quit. You will never make it.