Thought Bakery for Customer Care

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This is a set of quotations that I use for my customer care/service training sessions

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Thought Bakery for Customer Care

  1. 1. thought bakery Some half baked, some well done but definitely lots of fun! © Mohit Chhabra 2007 mohit@chhabra.co.in
  2. 2. 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. Anon
  3. 3. We are what we repeatedly do, excellence then is not an act, but a habit. Aristotle
  4. 4. “A shoe without sex appeal is like a tree without leaves. Service without emotion is a shoe without sex appeal.”
  5. 5. In the world of Internet Customer Service, it's important to remember your competitor is only one mouse click away. Doug Warner
  6. 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? Dale Dauten
  7. 7. Focus on the journey, not the destination. Joy is found not in finishing an activity but in doing it. Greg Anderson
  8. 8. The purpose of business is to create and keep a customer. Peter Drucker
  9. 9. The customer’s perception is your reality. Kate Zabriskie
  10. 10. Washrooms will always tell if your company cares about its customers.
  11. 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. Joe Paterno
  12. 12. Make a customer, not a sale. Katherine Barchetti
  13. 13. I can alter my life by altering the attitude of my mind.
  14. 14. Unless you have 100% customer Howard Schulz
  15. 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. Stanley Marcus Neiman-Marcus
  16. 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 satisfied customer. Peter Drucker
  17. 17. Coming together is a beginning. Keeping together is progress. Working together is success. Henry Ford
  18. 18. Four steps to achievement: Plan purposefully. Prepare prayerfully. Proceed positively. Pursue persistently. William Arthur Ward
  19. 19. Although your customers won’t love you if you give bad service, your competitors will. Kate Zabriskie
  20. 20. The greatest discovery of my generation is that human beings can alter their lives by altering their attitude of mind. William James
  21. 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. Jerry Fritz
  22. 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. 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. Max DePree
  24. 24. Your most unhappy customers are your greatest source of learning.
  25. 25. The way to a customer’s heart and wallet lies in how well we initially serve our customers and recover from poor service.
  26. 26. You are serving a customer, not a life sentence. Learn how to enjoy your work. Laurie McIntosh
  27. 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. Theo Michelson
  28. 28. Do what you do so well that they will want to see it again and bring their friends.
  29. 29. Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong. Donald Porter
  30. 30. Lewis Carol
  31. 31. A little experience often upsets a lot of theory. S Parkes Cadman
  32. 32. Feelings have a critical role in the way customers are influenced. David Freemantle, author
  33. 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? Jeffrey Gitomer
  34. 34. It is not enough any more to merely satisfy the customer; customers must be ‘delighted’ – surprised by having their needs not just met, but exceeded. A Blanton Godfrey

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