2. To my customer:
I may not have the answer, but
I’ll find it.
I may not have the time, but I’ll
3. We are what we repeatedly
do, excellence then is not an
act, but a habit.
4. “A shoe without sex appeal is like a
tree without leaves.
Service without emotion is a shoe
without sex appeal.”
5. In the world of Internet Customer
Service, it's important to remember
your competitor is only one mouse
6. If you want to be creative in your
company, your career, your life, all it
takes is one easy step… the extra
one. When you encounter a familiar
plan, you just ask one question: What
ELSE could we do?
7. Focus on the journey, not the destination.
Joy is found not in finishing an activity but
in doing it.
8. The purpose of business is to create and
keep a customer.
9. The customer’s
perception is your reality.
10. Washrooms will always tell if your
company cares about its customers.
11. You have to perform at a consistently higher
level than others. That’s the mark of a true
professional. Professionalism has nothing to
do with getting paid for your services.
12. Make a customer,
not a sale.
13. I can alter my life
by altering the
attitude of my mind.
14. Unless you have 100% customer
15. If you take good care of the customers, they
come back. If you take good care of the
products, they don’t come back.
16. The single most important thing to remember
about any enterprise is that there are no results
inside its walls. The result of a business is a
17. Coming together is
Keeping together is
Working together is
18. Four steps to achievement:
William Arthur Ward
19. Although your customers won’t
love you if you give bad service,
your competitors will.
20. The greatest discovery of my generation is
that human beings can alter their lives by
altering their attitude of mind.
21. You’ll never have a product
or price advantage again.
They can be easily
duplicated, but a strong
customer service culture
can’t be copied.
22. Companies can boost profits by
almost 100 percent by retaining just
5 percent more of their customers.
Frederick F. Reicheld and W. Earl Sasser
Harvard Business Review
23. The first responsibility of a leader is to define reality. The
last is to say thank you. In between, the leader is a servant.
24. Your most unhappy customers are
your greatest source of learning.
25. The way to a customer’s
heart and wallet lies in how
well we initially serve our
customers and recover from
26. You are serving a customer,
not a life sentence. Learn
how to enjoy your work.
27. People don’t want to communicate with an
organization or a computer. They want to talk
to a real, live, responsive, responsible person who
will listen and help them get satisfaction.
28. Do what you do so well that they
will want to see it again and bring
29. Customers don’t expect you to be
They do expect you to fix things
when they go wrong.
30. Lewis Carol
31. A little experience often upsets a lot of theory.
S Parkes Cadman
32. Feelings have a
critical role in the
way customers are
David Freemantle, author
33. Biggest question: Isn’t it really ‘customer helping’ rather than
customer service? And wouldn’t you deliver better service if you
thought of it that way?
34. It is not enough any more to merely satisfy
the customer; customers must be ‘delighted’ –
surprised by having their needs not just met,
A Blanton Godfrey