Caring about customers is not something we say. It is something we do.
Keeping the customer on long waits at the help desk.
Sending out customer facing emails from noreply email address.
Not honouring the customers; do not contact mandate.
Not resolving the customers problem on he first or second visit.
Being dishonest with the customer.
Making he customer fill long forms.
Redirecting customers to FAQs and self-service portals – requiring a level of technical know-how that a customer didn’t sign up for.
Are the things we do, to show how little we care about our customers. The customers know too. That is why is they will ditch you as soon as there is a more accessible, better supported alternative.
Show you care. Do it. Don’t just say it.