
Providing standout customer service is more than just being polite. It's about showing genuine care and empathy. In his conversation with Expedia’s Greg Schulze, Simon Sinek highlights a truth often overlooked in business: **customers remember how we make them feel above all else.**

Consider this:
You’re trying to change a flight to get home earlier. If the agent simply says, “The computer won’t let me,” you leave frustrated and disengaged. But if the agent empathizes, **shows a willingness to help**, and makes every effort to resolve your issue (even if unsuccessful), your perception of the airline changes. You appreciate their care, even when you don’t get what you want.

## Key Lessons

- **Caring vs. Politeness:** There’s a crucial difference between simply being polite and genuinely caring for the customer. Great service requires true empathy, not just manners.
- **The Experience Matters More Than the Outcome:** Customers judge service by how they are treated throughout the process—not just by the end result.
- **Empathy and Understanding:** When service professionals truly try to understand a customer’s needs and communicate throughout, the customer feels seen and valued.
- **Process Over Result:** Attempting multiple solutions and openly communicating efforts often means more to customers than actually solving the problem.
- **Customer Service Is About Effort and Care:** As Simon Sinek says:

> “Great customer service is what it feels like when somebody cares. It doesn’t mean we always get what we want, but we get somebody who understands and cares about what we are trying to accomplish. That is considered good service.”

Empower your team at Knolbase to move beyond simple politeness—and build real connections through caring, empathy, and genuine efforts to help.


Simon Sinek reveals the real secret to great customer service: genuine care and empathy matter more than just being polite. Learn how to transform customer experiences through authentic effort and understanding.

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