Let me ask you a question: as you get older, would you like your family to support you or to care about you?
Your family can support you, pay your bills, call you every Monday and visit you on your birthday. But if they care about you, they will visit you more often, they will bring the grand kids over with your favorite meal.
No one wants to be supported, we want to be cared for.
An agent who’s offering “support” tends to follow a script. They tend to be matter-of-fact about things. Even if the problem is not resolved to your satisfaction, they will actually tell you they’ve done all they can do.
But a customer care agent who’s working with you, will talk to you differently, have more patience and will go out of their way or even ask one of their colleagues for help if they don’t know the answer. There is no script. There is no special training required, just special words to inspire them to do the right thing…to take care.