“Those who are unhappy have no need for anything in this world but people capable of giving them their attention.”
Simone Weil
This quote struck me because it fits in so perfectly with the customer care paradigm: unhappy customers simply need attention! They can get really angry, they complain on social media, they make make a scene on the phone… but what they are really looking for is OUR attention.
To get in touch with them, to confront them with an open and unassuming attitude is the most important thing we need to do to immediately prevent the escalation of anger , and it is the first step in solving every problem!
