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Amey Hegde
Quotes to inspire us to strive towards customer service excellence
Inspire to Reach Higher: Customer Service
Inspire to Reach Higher: Customer ServiceInspire to Reach Higher: Customer ServiceInspire to Reach Higher: Customer ServiceInspire to Reach Higher: Customer Service
Quotes to inspire you towards customer service excellence
Amey Hegde,
Motivational Speaker & Corporate Trainer, Goa, India
Please share this free Ebook with your friends and contacts to spread a customer
service mind-set.service mind-set.
Cover Picture : Best Service Stamp by Stuart Miles/ FreeDigitalPhotos.net
Download my other free Ebooks at http://ameyhegde.in/ebook.html
For more inspiring quotes join the Inspire to Reach Higher Facebook group.
Introduction
As an inspirational speaker I am often amazed by the power that lies in a single
quotes to transform someone’s attitude. Good quotes, though short, can be
profound and have the power to transform one’s thoughts and actions.
Empowering quotes “I.N.S.P.I.R.E.” us to reach higher. They:
I nfuse positive energy and zest for life
N urture new ideas and visions
S ummarize complex concepts and ideologiesS ummarize complex concepts and ideologies
P rovide us with a new perspective of seeing things
I nspire us to have dreams
R eveal the mindsets of successful people
E ncourage us in times of despair
This book contains handpicked quotations to thoughtfully arranged in sections
to remind us of the importance of customer service and ways to achieve
excellence in customer service. I do hope the quotes in this book will inspire us
to strive towards customer service excellence…
-Amey Hegde
Importance of the Customer
There is only one boss: the customer. And he can
fire everybody in the company from the chairman
on down, simply by spending his money
somewhere else.
Sam Walton, Founder of Wal-Mart
Every company’s greatest assets are its
customers, because without customers there is
no company.
Michael LeBoeuf, Author
Importance of the Customer
A customer is the most important visitor on our
premises, he is not dependent on us. We are
dependent on him. He is not an interruption in
our work. He is the purpose of it.
Mahatma Gandhi
When you start viewing your customers as
interruptions, you're going to have problems.
Kate Zabriskie, Author, Trainer
Importance of Customer Service
You’ll never have a product or price advantage
again. They can be too easily duplicated, but a
strong customer service culture can’t be copied.
Jerry Fritz, Professional Speaker and Trainer
Service does not exist at the expense of your
profits. Profit exists because you made the
investment in service.
Ron Kaufman, Author and Founder UP! Your Service
Importance of Customer Service
Although your customers won’t love you if you
give bad service your competitors will.
Kate Zabriskie, Author, Trainer
Merely satisfying customers will not be enoughMerely satisfying customers will not be enough
to earn their loyalty. Instead, they must
experience exceptional service worthy of their
repeat business and referral.
Rick Tate, Author and expert on Service Quality
Retaining Customers
A 5% increase in customer retention can
increase profits by at least 25%.
Bain & Company,
American global management consulting firm
If you make a sale, you can make a living. If youIf you make a sale, you can make a living. If you
make an investment of time and good service in a
customer, you can make a fortune.
Jim Rohn, Author and Motivational Speaker
Retaining Customers
Customers who are merely satisfied remain your
customers only as long as everything goes their
way.
Chip Bell, Author, Consultant, Keynote Speaker
Exceeding expectations is where satisfaction
ends and loyalty begins.
Ron Kaufman, Author and Founder UP! Your Service
Customer Referrals
The purpose of a business is to create a
customer who creates customers.
Shiv Singh, VP Social Media at Razorfish
If you do build a great experience, customers
tell each other about that. Word of mouth is very
powerful.
Jeff Bezos, Founder & CEO, Amazon.com
Customer Referrals
Good service leads to multiple sales. If you take
good care of your customers, they will open doors
you could never open by yourself.
Jim Rohn, Author and Motivational Speaker
Profit in business comes from repeat customers;
customers that boast about your product and
service, and that bring friends with them.
W. Edwards Deming, Author, Educator, Consultant
Customer Complaints
A typical business hears from only about 4% of
its dissatisfied customers. 96% just go away and
91% will never come back.
Ruby Newell-Legner, Customer Service Expert
Your most unhappy customers are your greatest
source of learning.
Bill Gates, Co-founder of Microsoft
Customer Complaints
Customers don’t expect you to be perfect. They
do expect you to fix things when they go wrong.
Donald Porter, Consultant, Former V.P. British Airways
70% of complaining customers will continue to
do business with you if you resolve their
complaint. 95% will continue to do business with
you if you resolve the problem immediately.
Lee Resources
Happy Employees = Happy Customers
Developing great employees attracts great
customers.
Ron Kaufman, Author and Founder UP! Your Service
Motivate them, train them, care about them andMotivate them, train them, care about them and
make winners out of them. We know if we treat
our employees right, they'll treat the customers
right. And if customers are treated right, they'll
come back.
J.W. Marriott, Jr., CEO of Marriott International, Inc.
Happy Employees = Happy Customers
You can’t expect your employees to exceed the
expectations of your customers if you don’t
exceed the employees’ expectations of
management.
Howard Schultz, CEO Starbucks Coffee
Whether you are big or small, you cannot give
good customer service if your employees don’t
feel good about coming to work.
Martin Oliver, CEO Bourbon Insurance Group
Listening to Customers
Spend a lot of time talking to customers face to
face. You’d be amazed how many companies
don’t listen to their customers.
Ross Perot, American Businessman, Presidential Candidate
The words your customers speak are expert
suggestions.
Ron Kaufman, Author and Founder UP! Your Service
Listening to Customers
Make it easy for your customers to talk to you.
Kevin Stirtz, Author, Consultant
People don't buy because they understand. They
buy because they feel understood.
Tan Suee Chieh, CEO of NTUC Income Insurance
Co-operative Ltd., Singapore
Service with a Smile
A man without a smiling face must not open a
shop.
Chinese Proverb
If one of our customers comes into the store
without a smile, I'll give them one of mine.
Sam Walton, Founder of Wal-Mart
Service with a Smile
Behave toward everyone as if you are receiving
a great guest.
Confucius, Chinese philosopher
If customers leave without a purchase, you have
not failed. If customers leave without a smile,
you have.
Ron Kaufman, Author and Founder UP! Your Service
Service with a Smile
May I never get too busy in my own affairs that
I fail to respond to the needs of others with
kindness and compassion.
Thomas Jefferson, 3rd President of the United States
To my customer. I may not have the answer, but
I’ll find it. I may not have the time, but I’ll make
it.
Unknown
He is also certified to administer and debrief the internationally acclaimed psychometric assessment Thinking Pattern
Amey Hegde is an Internationally Certified Corporate Behavioral Trainer, Motivational Speaker,
Management Consultant based in Goa, India.
Amey’s academic qualifications include Post Graduate Studies in Behavioral Sciences Training (PGCPBST)
from MIBS & graduate studies in Electronics & Telecom Engineering from Goa Engineering College. He
has also been trained by eminent faculty from IITs, IISc Bangalore & SIBM Pune in areas of technology &
management.
Amey has been trained to use international concepts of Edward de Bono’s Six Thinking Hats® and
Lateral Thinking™ , Facilitation Skills to Crestcom® standards, and Neuro Linguistic Programming (NLP).
About This Book:
Inspiring quotes hold the power to transform one’s thoughts and actions. This book contains handpicked quotes
thoughtfully arranged topic-wise to remind us of the importance of customer service and ways to achieve excellence in
customer service. Download Amey’s other free ebooks from http://ameyhegde.in/ebook.html
About the Author:
INSPIRE TO REACH HIGHER: CUSTOMER SERVICE
He is also certified to administer and debrief the internationally acclaimed psychometric assessment Thinking Pattern
Profile™. Amey has over thirteen years of work experience in several MNCs & Fortune 100 companies in Europe and India
with a varied cultural exposure while working with teams from USA, Canada, Germany, Japan & China and before stepping
out into the entrepreneurial training field, was last working at Wipro Technologies, Bangalore.
Amey has trained innumerable participants - Directors, GMs, senior HR managers, trainers, executives, students, teachers,
doctors, professionals, entrepreneurs from several organizations on various topics to enhance their productivity. Amey also
conducts training needs identification & analysis programs, executive coaching interventions & psychometric assessments for
employees. For more details visit http://ameyhegde.in, email amey.hegde@gmail.com
A partial list of Amey’s Clients:

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Inspire to Reach Higher: Customer Service

  • 1. Amey Hegde Quotes to inspire us to strive towards customer service excellence Inspire to Reach Higher: Customer Service
  • 2. Inspire to Reach Higher: Customer ServiceInspire to Reach Higher: Customer ServiceInspire to Reach Higher: Customer ServiceInspire to Reach Higher: Customer Service Quotes to inspire you towards customer service excellence Amey Hegde, Motivational Speaker & Corporate Trainer, Goa, India Please share this free Ebook with your friends and contacts to spread a customer service mind-set.service mind-set. Cover Picture : Best Service Stamp by Stuart Miles/ FreeDigitalPhotos.net Download my other free Ebooks at http://ameyhegde.in/ebook.html For more inspiring quotes join the Inspire to Reach Higher Facebook group.
  • 3. Introduction As an inspirational speaker I am often amazed by the power that lies in a single quotes to transform someone’s attitude. Good quotes, though short, can be profound and have the power to transform one’s thoughts and actions. Empowering quotes “I.N.S.P.I.R.E.” us to reach higher. They: I nfuse positive energy and zest for life N urture new ideas and visions S ummarize complex concepts and ideologiesS ummarize complex concepts and ideologies P rovide us with a new perspective of seeing things I nspire us to have dreams R eveal the mindsets of successful people E ncourage us in times of despair This book contains handpicked quotations to thoughtfully arranged in sections to remind us of the importance of customer service and ways to achieve excellence in customer service. I do hope the quotes in this book will inspire us to strive towards customer service excellence… -Amey Hegde
  • 4. Importance of the Customer There is only one boss: the customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. Sam Walton, Founder of Wal-Mart Every company’s greatest assets are its customers, because without customers there is no company. Michael LeBoeuf, Author
  • 5. Importance of the Customer A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. Mahatma Gandhi When you start viewing your customers as interruptions, you're going to have problems. Kate Zabriskie, Author, Trainer
  • 6. Importance of Customer Service You’ll never have a product or price advantage again. They can be too easily duplicated, but a strong customer service culture can’t be copied. Jerry Fritz, Professional Speaker and Trainer Service does not exist at the expense of your profits. Profit exists because you made the investment in service. Ron Kaufman, Author and Founder UP! Your Service
  • 7. Importance of Customer Service Although your customers won’t love you if you give bad service your competitors will. Kate Zabriskie, Author, Trainer Merely satisfying customers will not be enoughMerely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Rick Tate, Author and expert on Service Quality
  • 8. Retaining Customers A 5% increase in customer retention can increase profits by at least 25%. Bain & Company, American global management consulting firm If you make a sale, you can make a living. If youIf you make a sale, you can make a living. If you make an investment of time and good service in a customer, you can make a fortune. Jim Rohn, Author and Motivational Speaker
  • 9. Retaining Customers Customers who are merely satisfied remain your customers only as long as everything goes their way. Chip Bell, Author, Consultant, Keynote Speaker Exceeding expectations is where satisfaction ends and loyalty begins. Ron Kaufman, Author and Founder UP! Your Service
  • 10. Customer Referrals The purpose of a business is to create a customer who creates customers. Shiv Singh, VP Social Media at Razorfish If you do build a great experience, customers tell each other about that. Word of mouth is very powerful. Jeff Bezos, Founder & CEO, Amazon.com
  • 11. Customer Referrals Good service leads to multiple sales. If you take good care of your customers, they will open doors you could never open by yourself. Jim Rohn, Author and Motivational Speaker Profit in business comes from repeat customers; customers that boast about your product and service, and that bring friends with them. W. Edwards Deming, Author, Educator, Consultant
  • 12. Customer Complaints A typical business hears from only about 4% of its dissatisfied customers. 96% just go away and 91% will never come back. Ruby Newell-Legner, Customer Service Expert Your most unhappy customers are your greatest source of learning. Bill Gates, Co-founder of Microsoft
  • 13. Customer Complaints Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong. Donald Porter, Consultant, Former V.P. British Airways 70% of complaining customers will continue to do business with you if you resolve their complaint. 95% will continue to do business with you if you resolve the problem immediately. Lee Resources
  • 14. Happy Employees = Happy Customers Developing great employees attracts great customers. Ron Kaufman, Author and Founder UP! Your Service Motivate them, train them, care about them andMotivate them, train them, care about them and make winners out of them. We know if we treat our employees right, they'll treat the customers right. And if customers are treated right, they'll come back. J.W. Marriott, Jr., CEO of Marriott International, Inc.
  • 15. Happy Employees = Happy Customers You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management. Howard Schultz, CEO Starbucks Coffee Whether you are big or small, you cannot give good customer service if your employees don’t feel good about coming to work. Martin Oliver, CEO Bourbon Insurance Group
  • 16. Listening to Customers Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers. Ross Perot, American Businessman, Presidential Candidate The words your customers speak are expert suggestions. Ron Kaufman, Author and Founder UP! Your Service
  • 17. Listening to Customers Make it easy for your customers to talk to you. Kevin Stirtz, Author, Consultant People don't buy because they understand. They buy because they feel understood. Tan Suee Chieh, CEO of NTUC Income Insurance Co-operative Ltd., Singapore
  • 18. Service with a Smile A man without a smiling face must not open a shop. Chinese Proverb If one of our customers comes into the store without a smile, I'll give them one of mine. Sam Walton, Founder of Wal-Mart
  • 19. Service with a Smile Behave toward everyone as if you are receiving a great guest. Confucius, Chinese philosopher If customers leave without a purchase, you have not failed. If customers leave without a smile, you have. Ron Kaufman, Author and Founder UP! Your Service
  • 20. Service with a Smile May I never get too busy in my own affairs that I fail to respond to the needs of others with kindness and compassion. Thomas Jefferson, 3rd President of the United States To my customer. I may not have the answer, but I’ll find it. I may not have the time, but I’ll make it. Unknown
  • 21. He is also certified to administer and debrief the internationally acclaimed psychometric assessment Thinking Pattern Amey Hegde is an Internationally Certified Corporate Behavioral Trainer, Motivational Speaker, Management Consultant based in Goa, India. Amey’s academic qualifications include Post Graduate Studies in Behavioral Sciences Training (PGCPBST) from MIBS & graduate studies in Electronics & Telecom Engineering from Goa Engineering College. He has also been trained by eminent faculty from IITs, IISc Bangalore & SIBM Pune in areas of technology & management. Amey has been trained to use international concepts of Edward de Bono’s Six Thinking Hats® and Lateral Thinking™ , Facilitation Skills to Crestcom® standards, and Neuro Linguistic Programming (NLP). About This Book: Inspiring quotes hold the power to transform one’s thoughts and actions. This book contains handpicked quotes thoughtfully arranged topic-wise to remind us of the importance of customer service and ways to achieve excellence in customer service. Download Amey’s other free ebooks from http://ameyhegde.in/ebook.html About the Author: INSPIRE TO REACH HIGHER: CUSTOMER SERVICE He is also certified to administer and debrief the internationally acclaimed psychometric assessment Thinking Pattern Profile™. Amey has over thirteen years of work experience in several MNCs & Fortune 100 companies in Europe and India with a varied cultural exposure while working with teams from USA, Canada, Germany, Japan & China and before stepping out into the entrepreneurial training field, was last working at Wipro Technologies, Bangalore. Amey has trained innumerable participants - Directors, GMs, senior HR managers, trainers, executives, students, teachers, doctors, professionals, entrepreneurs from several organizations on various topics to enhance their productivity. Amey also conducts training needs identification & analysis programs, executive coaching interventions & psychometric assessments for employees. For more details visit http://ameyhegde.in, email amey.hegde@gmail.com A partial list of Amey’s Clients: