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Impeccability Defined

© Steve Dorfman • Driven to Excel, Inc.
Impeccable Simplicity

“Give your clients options … but not so
many that it paralyzes them.”

–Steve Dorfman
© Steve Dorfm...
Impeccable Rapport-Building

“Get good at remembering
people‟s names and use them
often. People like hearing their
own nam...
Impeccable Recovery

“Oftentimes when you simply *ask* a customer
what it will take to make things right, their
proposed s...
Impeccable Languaging

“Never say to a client,
„It’s the least we could do.‟
They might just take that literally.”
–Steve ...
DAILY TIPS: 3 Ways to Sign Up Now
1. Text:

3. Scan:

Steve Dorfman, Customer
Impeccable Rapport-Building

“Your clients have a deep need to feel
smart, important, and valued.”
–Steve Dorfman

© Steve...
Impeccable Motto

“Customer service is not a
department, it‟s a culture.”
-Tony Hsieh
© Steve Dorfman • Driven to Excel, I...
Impeccable Relationships

“Don‟t just talk about
“catching up” with your clients.
Proactively offer 2 or 3 dates
and times...
Impeccable Integrity

“Show up EARLY for appointments,
meetings and all commitments. Few
things demonstrate your impeccabl...
Impeccable Proactiveness

“When it comes to client needs,
you can respond, meet, satisfy …
or you can anticipate.
I recomm...
DAILY TIPS: 3 Ways to Sign Up Now
1. Text:

3. Scan:

Steve Dorfman, Customer
Impeccable Engagement

“You can tell when someone is „half
listening,‟ and so can your clients.”
-Ian Altman, Upside Down ...
Impeccable Culture

“Your customers want to see you and
your team having fun while serving them,
not see you stressed out ...
Impeccable Engagement

“Recognize and embrace the power of the
pause. Slow down when speaking or presenting.
Your clients ...
Impeccable Relationships

“It‟s critical to remember that everything that
matters in business (and in life) is tied to the...
Impeccable Relationships

“The 5 words that are on
every customer‟s mind yet
almost never spoken are, “Do
you care about m...
DAILY TIPS: 3 Ways to Sign Up Now
1. Text:

3. Scan:

Steve Dorfman, Customer
Impeccable Balance

“An impeccable customer experience
combines down-to-earth friendliness and
approachability with custom...
Impeccable Reminder

“Passive (a.k.a. “satisfied”)
customers won‟t just leave you
for something better … they‟ll
leave you...
Impeccable Distinction

“Customer satisfaction is worthless.
Customer loyalty is priceless.”
-Jeffrey Gitomer
© Steve Dorf...
Impeccable Advantage

“Be so good at designing the customer
experience that you embarrass your
competition.”
-Steve Dorfma...
Impeccable Telephoning

“Smile before you dial.”
© Steve Dorfman • Driven to Excel, Inc.
DAILY TIPS: 3 Ways to Sign Up Now
1. Text:

3. Scan:

Steve Dorfman, Customer
Impeccable Care

“Your customers are more likely to
forgive – and even oversee – your
shortcomings, when they know and
tru...
Impeccable Empathy

“Empathy is the ultimate form
of customer insight.”
-Don Peppers

© Steve Dorfman • Driven to Excel, I...
Impeccable Communication

“Remember to set clear
expectations for your
customers and clients ...
then remember to exceed
t...
Impeccable Choice

“When given the choice of obsessing
over competitors or obsessing over
customers, we always obsess over...
Impeccable Recovery

“Your customers aren‟t
looking for excuses. They‟re
just looking for you to make
it right.”
-Steve Do...
Impeccable Communication

“Spell-checked ≠
proof-read”
-Steve Dorfman

© Steve Dorfman • Driven to Excel, Inc.
Impeccable Communication

“Impeccable customer
service is not an initiative,
it‟s a quest; a relentless
pursuit.”
-Steve D...
DAILY TIPS: 3 Ways to Sign Up Now
1. Text:

3. Scan:

Steve Dorfman, Customer
Impeccable Impressions

“People tend to return to the
people and places where they feel
welcome. What more could you
be do...
Impeccable Impressions

“If you don‟t genuinely like your
customers, chances are they
won‟t buy.”
-Thomas Watson, former C...
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Impeccable Customer Service Quotes by Steve Dorfman and others

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Transcript of "Impeccable Customer Service Quotes by Steve Dorfman and others"

  1. 1. Impeccability Defined © Steve Dorfman • Driven to Excel, Inc.
  2. 2. Impeccable Simplicity “Give your clients options … but not so many that it paralyzes them.” –Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  3. 3. Impeccable Rapport-Building “Get good at remembering people‟s names and use them often. People like hearing their own name.” –Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  4. 4. Impeccable Recovery “Oftentimes when you simply *ask* a customer what it will take to make things right, their proposed solution will require less time/money/energy than you were prepared to spend.” –Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  5. 5. Impeccable Languaging “Never say to a client, „It’s the least we could do.‟ They might just take that literally.” –Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  6. 6. DAILY TIPS: 3 Ways to Sign Up Now 1. Text: 3. Scan: Steve Dorfman, Customer
  7. 7. Impeccable Rapport-Building “Your clients have a deep need to feel smart, important, and valued.” –Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  8. 8. Impeccable Motto “Customer service is not a department, it‟s a culture.” -Tony Hsieh © Steve Dorfman • Driven to Excel, Inc.
  9. 9. Impeccable Relationships “Don‟t just talk about “catching up” with your clients. Proactively offer 2 or 3 dates and times and then get it on your calendars.” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  10. 10. Impeccable Integrity “Show up EARLY for appointments, meetings and all commitments. Few things demonstrate your impeccable word like habitual punctuality.” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  11. 11. Impeccable Proactiveness “When it comes to client needs, you can respond, meet, satisfy … or you can anticipate. I recommend the latter.” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  12. 12. DAILY TIPS: 3 Ways to Sign Up Now 1. Text: 3. Scan: Steve Dorfman, Customer
  13. 13. Impeccable Engagement “You can tell when someone is „half listening,‟ and so can your clients.” -Ian Altman, Upside Down Selling © Steve Dorfman • Driven to Excel, Inc.
  14. 14. Impeccable Culture “Your customers want to see you and your team having fun while serving them, not see you stressed out about it.” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  15. 15. Impeccable Engagement “Recognize and embrace the power of the pause. Slow down when speaking or presenting. Your clients cannot process your words as quickly as you can speak them.” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  16. 16. Impeccable Relationships “It‟s critical to remember that everything that matters in business (and in life) is tied to the relationships you build and foster.” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  17. 17. Impeccable Relationships “The 5 words that are on every customer‟s mind yet almost never spoken are, “Do you care about me?” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  18. 18. DAILY TIPS: 3 Ways to Sign Up Now 1. Text: 3. Scan: Steve Dorfman, Customer
  19. 19. Impeccable Balance “An impeccable customer experience combines down-to-earth friendliness and approachability with customer-centered professionalism.” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  20. 20. Impeccable Reminder “Passive (a.k.a. “satisfied”) customers won‟t just leave you for something better … they‟ll leave you for something different.” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  21. 21. Impeccable Distinction “Customer satisfaction is worthless. Customer loyalty is priceless.” -Jeffrey Gitomer © Steve Dorfman • Driven to Excel, Inc.
  22. 22. Impeccable Advantage “Be so good at designing the customer experience that you embarrass your competition.” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  23. 23. Impeccable Telephoning “Smile before you dial.” © Steve Dorfman • Driven to Excel, Inc.
  24. 24. DAILY TIPS: 3 Ways to Sign Up Now 1. Text: 3. Scan: Steve Dorfman, Customer
  25. 25. Impeccable Care “Your customers are more likely to forgive – and even oversee – your shortcomings, when they know and trust that you care.” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  26. 26. Impeccable Empathy “Empathy is the ultimate form of customer insight.” -Don Peppers © Steve Dorfman • Driven to Excel, Inc.
  27. 27. Impeccable Communication “Remember to set clear expectations for your customers and clients ... then remember to exceed them when possible.” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  28. 28. Impeccable Choice “When given the choice of obsessing over competitors or obsessing over customers, we always obsess over customers.” -Jeff Bezos © Steve Dorfman • Driven to Excel, Inc.
  29. 29. Impeccable Recovery “Your customers aren‟t looking for excuses. They‟re just looking for you to make it right.” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  30. 30. Impeccable Communication “Spell-checked ≠ proof-read” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  31. 31. Impeccable Communication “Impeccable customer service is not an initiative, it‟s a quest; a relentless pursuit.” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  32. 32. DAILY TIPS: 3 Ways to Sign Up Now 1. Text: 3. Scan: Steve Dorfman, Customer
  33. 33. Impeccable Impressions “People tend to return to the people and places where they feel welcome. What more could you be doing to have your customers feel welcome?” -Steve Dorfman © Steve Dorfman • Driven to Excel, Inc.
  34. 34. Impeccable Impressions “If you don‟t genuinely like your customers, chances are they won‟t buy.” -Thomas Watson, former CEO of IBM © Steve Dorfman • Driven to Excel, Inc.
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