People expect good customer service everywhere.

Think about your average day—maybe you take the bus or train to work; you certainly buy a coffee or lunch; at work you depend upon the support of others. You expect your train or bus to be on time, clean and be a reasonable cost. You expect your coffee to be hot and delivered quickly. You expect your work mates to work with you, enabling you to get the job done.  

It is well worth remembering that we all have expectations about everything in our lives—and we become frustrated when our expectation are not met.  

This understanding is the beginning of empathy—truly identifying with the emotions people project when confronted with disappointing situations. 

Empathy is the key ingredient to extraordinary customer service and your understanding of where it comes from will make sure that we truly make us stand out from our competition.