What do our customers want? Imagine that you are the customer. When you have questions or concerns, what do you look for from the person trying to help you? Think about it in terms of C.A.R.E.

Concerned	First of all, it's nice to think that the person helping you is really concerned. We all want to feel that our needs are important. Things that show you're concerned include: Being interested in helping Giving accurate information Listening carefully Answering questions truthfully
Accommodating	When we're having problems with a product or service, we want someone to do whatever it takes to get it fixed. We don't want to hear excuses. Take ownership. Respond to business and human needs. Do what it takes.
Recovering	Turning a bad situation into a positive experience is a very good way to build strong customer relationships. When you recover, you may find that your customer is even more loyal than before.
Excelling	The best way to please a customer is to go beyond what is needed, to exceed their expectations. When you are able to solve a customer's problem and make them feel great about it, you are providing excellent customer service.

C.A.R.E Active Listening Useful Phrases Active Speaking Return to Job Aids