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35 Customer Service Quotes
By Steve Dorfman and Others
© Steve Dorfman, Driven to Excel, Inc.
(except where indicated othe...
80% of companies
say they deliver a
“Superior”
Customer Experience
Only 8% of
Their Customers
Agree
Based on a 362-company...
“If you’re the type of person who
tends to have influence with your
co-workers, be especially mindful of
how you interact ...
“Customer loyalty is a two-way street.
Loyalty begets loyalty. Be loyal to your
customers and they’re more likely to be
lo...
“Delighted customers tell others.
Satisfied customers tell no one.
Which do you have?” –Steve Dorfman
or
A. B.
© Steve Dor...
“Most skills can be learned, but
it is difficult to train people on their
personality. If you can find people
who are fun,...
DAILY TIPS: 3 Ways to Sign Up Now
1. Text:
3. Scan:
© Steve Dorfman, Driven to Excel, Inc.
www.DrivenToExcel.com • 202-556...
“Do you feel you’re not
getting your fair share of
repeat & referral
business? Is it them … or
is it (likely) you?”
–Steve...
“Happy employees
are more likely to
generate happy
customers, who --
by the way -- tend
to generate happy
employees.”
–Ste...
“Make it your goal to deliver such a
remarkable experience for your
customers and prospects that…
…they might be
left wond...
“Impeccable customer service is not
an initiative, it’s a quest; a relentless
pursuit.” –Steve Dorfman
© Steve Dorfman, Dr...
“It takes maturity to
respond, rather than react.
Remember this when you
feel upset with customers
and co-workers alike.
E...
"If you see someone in distress and your natural
instinct is to step forward and ask if they need help,
then you’re probab...
DAILY TIPS: 3 Ways to Sign Up Now
1. Text:
3. Scan:
© Steve Dorfman, Driven to Excel, Inc.
www.DrivenToExcel.com • 202-556...
“If you would hesitate in labeling that
employee a “People person,” then s/he
does not belong on your front line.”
–Steve ...
“If you cannot find great role models
in your own industry, you may want to
take a look outside, at other industries.
Some...
“While your competitors
are busy embarking
upon campaigns that
rely solely on
attracting new business,
why not get busy cr...
“When a customer has unmet
expectations, know that it’s empathy
(more than sympathy) that will help to
remedy and bring re...
"Make people feel genuinely good
about themselves. That's something
the marketplace will always honor.”
–Bob Burg, Bestsel...
DAILY TIPS: 3 Ways to Sign Up Now
1. Text:
3. Scan:
© Steve Dorfman, Driven to Excel, Inc.
www.DrivenToExcel.com • 202-556...
“If you find that customers are
repeatedly doing something ‘wrong’
inside of your process, there is likely a
flaw in your ...
“Many companies use
customer survey results
only to manage their
weaknesses. But your
customers are also able to
express t...
“The customer doesn’t have
to tell you what went wrong
– they can simply walk away
– so it’s a gift when they take
the tim...
“Don’t just talk about
the value in your
product or service,
conceptually.
Instead, demonstrate that
value and/or share st...
“When you're good at
something, you'll tell
everyone. When you're
great at something, they'll tell you.”
-Walter Payton, N...
DAILY TIPS: 3 Ways to Sign Up Now
1. Text:
3. Scan:
© Steve Dorfman, Driven to Excel, Inc.
www.DrivenToExcel.com • 202-556...
"One of the hallmarks of a highly
referred business is that they work
as hard on fixing mistakes as on any
other aspect of...
“When a customer shares
a personal tidbit with you
(birthday, baby on the way,
anniversary, etc.), be present,
pause, and ...
“If clients routinely visit
your office, your staff
should exercise
graciousness by leaving
the best parking spaces
availa...
“I’ve never met anyone
who liked being placed
on the receiving end of
a speakerphone call.
Avoid doing that to your
custom...
“Satisfaction is a rating,
loyalty is an emotion.” -Shep Hyken
© Steve Dorfman, Driven to Excel, Inc.
except where indicat...
DAILY TIPS: 3 Ways to Sign Up Now
1. Text:
3. Scan:
© Steve Dorfman, Driven to Excel, Inc.
www.DrivenToExcel.com • 202-556...
“Is your Customer Experience
intentional … or
left to chance?”
-Steve Dorfman
© Steve Dorfman, Driven to Excel, Inc.
Drive...
“If you’re going to ask people how they’re
doing, how it’s going, what’s new, etc., then
be sure to remain engaged (listen...
“When someone within your
organization drops the ball,
your customer cares less
about who that someone
is … and more about...
“The customer is not always
right, but your job is
never to show them how
they’re wrong. Your job is
to be professional, c...
“The way you do the little things is
a sign [to your customers] of how
you do the big things.”
-Brad Sugars, Bestselling A...
DAILY TIPS: 3 Ways to Sign Up Now
1. Text:
3. Scan:
© Steve Dorfman, Driven to Excel, Inc.
www.DrivenToExcel.com • 202-556...
test
“As you grow your company, is
the Customer Experience
Improving …
or Declining?”
-Steve Dorfman
© Steve Dorfman, Driv...
“Ask your clients what they love most
about the experience of being your
client. You may be surprised by what
actually mat...
“Customer experience is the cumulative
impact of multiple touchpoints over
time, which result in a real relationship
feeli...
“What if your company’s purpose
was to be a hero for your customers
and clients?
Might that compel you
and your team to de...
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Customer Service Quotes from Steve Dorfman and Others

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Impeccable Customer Service Quotes designed to spark conversation and get your team's "customer experience wheels" turning.

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Customer Service Quotes from Steve Dorfman and Others

  1. 1. 35 Customer Service Quotes By Steve Dorfman and Others © Steve Dorfman, Driven to Excel, Inc. (except where indicated otherwise) www.DrivenToExcel.com • 202-556-3235
  2. 2. 80% of companies say they deliver a “Superior” Customer Experience Only 8% of Their Customers Agree Based on a 362-company customer survey -Bain & Co. © Steve Dorfman, Driven to Excel, Inc. except where indicated otherwise • DrivenToExcel.com • 202-556-3235
  3. 3. “If you’re the type of person who tends to have influence with your co-workers, be especially mindful of how you interact with customers and how you speak of them as well. Others are following your lead.” –Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  4. 4. “Customer loyalty is a two-way street. Loyalty begets loyalty. Be loyal to your customers and they’re more likely to be loyal to you and your company.” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  5. 5. “Delighted customers tell others. Satisfied customers tell no one. Which do you have?” –Steve Dorfman or A. B. © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  6. 6. “Most skills can be learned, but it is difficult to train people on their personality. If you can find people who are fun, friendly, caring and love helping others, you are on to a winner.” -Richard Branson
  7. 7. DAILY TIPS: 3 Ways to Sign Up Now 1. Text: 3. Scan: © Steve Dorfman, Driven to Excel, Inc. www.DrivenToExcel.com • 202-556-3235
  8. 8. “Do you feel you’re not getting your fair share of repeat & referral business? Is it them … or is it (likely) you?” –Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  9. 9. “Happy employees are more likely to generate happy customers, who -- by the way -- tend to generate happy employees.” –Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. except where otherwise noted • DrivenToExcel.com • 202-556-3235
  10. 10. “Make it your goal to deliver such a remarkable experience for your customers and prospects that… …they might be left wondering if you’re the owner.” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  11. 11. “Impeccable customer service is not an initiative, it’s a quest; a relentless pursuit.” –Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  12. 12. “It takes maturity to respond, rather than react. Remember this when you feel upset with customers and co-workers alike. Exercise emotional maturity, self control, kindness … and take the high road.” –Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  13. 13. "If you see someone in distress and your natural instinct is to step forward and ask if they need help, then you’re probably going to be successful in customer service.” –Johnson Wong © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  14. 14. DAILY TIPS: 3 Ways to Sign Up Now 1. Text: 3. Scan: © Steve Dorfman, Driven to Excel, Inc. www.DrivenToExcel.com • 202-556-3235
  15. 15. “If you would hesitate in labeling that employee a “People person,” then s/he does not belong on your front line.” –Steve Dorfman © Steve Dorfman, Driven to Excel, Inc., except where indicated otherwise • DrivenToExcel.com • 202-556-3235
  16. 16. “If you cannot find great role models in your own industry, you may want to take a look outside, at other industries. Some of your best customer service practices could be inspired in unlikely places; by unlikely companies.” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  17. 17. “While your competitors are busy embarking upon campaigns that rely solely on attracting new business, why not get busy creating remarkable customer experiences geared to result in repeat business, glowing referrals, and higher- margin/higher-value revenue growth.” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  18. 18. “When a customer has unmet expectations, know that it’s empathy (more than sympathy) that will help to remedy and bring resolution to the perceived shortcoming.” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  19. 19. "Make people feel genuinely good about themselves. That's something the marketplace will always honor.” –Bob Burg, Bestselling Author
  20. 20. DAILY TIPS: 3 Ways to Sign Up Now 1. Text: 3. Scan: © Steve Dorfman, Driven to Excel, Inc. www.DrivenToExcel.com • 202-556-3235
  21. 21. “If you find that customers are repeatedly doing something ‘wrong’ inside of your process, there is likely a flaw in your system. Remember, your customers didn’t go to customer school.” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  22. 22. “Many companies use customer survey results only to manage their weaknesses. But your customers are also able to express to you what you’re doing well. Don’t miss out on an opportunity to strengthen your strengths.” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  23. 23. “The customer doesn’t have to tell you what went wrong – they can simply walk away – so it’s a gift when they take the time to tell you what they didn’t like.” -Janelle Barlow © Steve Dorfman, Driven to Excel, Inc. except where indicated otherwise • DrivenToExcel.com • 202-556-3235
  24. 24. “Don’t just talk about the value in your product or service, conceptually. Instead, demonstrate that value and/or share stories of the value that’s already been realized by others.” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  25. 25. “When you're good at something, you'll tell everyone. When you're great at something, they'll tell you.” -Walter Payton, NFL Hall of Famer © Steve Dorfman, Driven to Excel, Inc. except where indicated otherwise • DrivenToExcel.com • 202-556-3235
  26. 26. DAILY TIPS: 3 Ways to Sign Up Now 1. Text: 3. Scan: © Steve Dorfman, Driven to Excel, Inc. www.DrivenToExcel.com • 202-556-3235
  27. 27. "One of the hallmarks of a highly referred business is that they work as hard on fixing mistakes as on any other aspect of their business." -John Jantsch, Bestselling Author © Steve Dorfman, Driven to Excel, Inc. except where indicated otherwise • DrivenToExcel.com • 202-556-3235
  28. 28. “When a customer shares a personal tidbit with you (birthday, baby on the way, anniversary, etc.), be present, pause, and acknowledge what they've just shared with you before moving into any sort of traditional customer service or sales process.” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  29. 29. “If clients routinely visit your office, your staff should exercise graciousness by leaving the best parking spaces available for those clients.” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  30. 30. “I’ve never met anyone who liked being placed on the receiving end of a speakerphone call. Avoid doing that to your customers and clients.” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  31. 31. “Satisfaction is a rating, loyalty is an emotion.” -Shep Hyken © Steve Dorfman, Driven to Excel, Inc. except where indicated otherwise • DrivenToExcel.com • 202-556-3235
  32. 32. DAILY TIPS: 3 Ways to Sign Up Now 1. Text: 3. Scan: © Steve Dorfman, Driven to Excel, Inc. www.DrivenToExcel.com • 202-556-3235
  33. 33. “Is your Customer Experience intentional … or left to chance?” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  34. 34. “If you’re going to ask people how they’re doing, how it’s going, what’s new, etc., then be sure to remain engaged (listen, lean in, make eye contact, etc.) while they’re answering your question.” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. except where indicated otherwise • DrivenToExcel.com • 202-556-3235
  35. 35. “When someone within your organization drops the ball, your customer cares less about who that someone is … and more about what you’re doing to fix it. Don’t point fingers or make excuses. Just make it right.” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  36. 36. “The customer is not always right, but your job is never to show them how they’re wrong. Your job is to be professional, courteous, accommodating … and to demonstrate emotional maturity … even (and especially) under stress.” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  37. 37. “The way you do the little things is a sign [to your customers] of how you do the big things.” -Brad Sugars, Bestselling Author © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  38. 38. DAILY TIPS: 3 Ways to Sign Up Now 1. Text: 3. Scan: © Steve Dorfman, Driven to Excel, Inc. www.DrivenToExcel.com • 202-556-3235
  39. 39. test “As you grow your company, is the Customer Experience Improving … or Declining?” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  40. 40. “Ask your clients what they love most about the experience of being your client. You may be surprised by what actually matters most to them.” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235
  41. 41. “Customer experience is the cumulative impact of multiple touchpoints over time, which result in a real relationship feeling, or lack of it.” -Martin Zwilling, Forbes Contributor © Steve Dorfman, Driven to Excel, Inc. except where indicated otherwise • DrivenToExcel.com • 202-556-3235
  42. 42. “What if your company’s purpose was to be a hero for your customers and clients? Might that compel you and your team to deliver over-the-top service?” -Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. except where indicated otherwise • DrivenToExcel.com • 202-556-3235

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