This document contains a collection of quotes related to customer service. The quotes emphasize the importance of prioritizing customer satisfaction, focusing on the customer experience, and continuously improving service. Some of the key ideas expressed are that customer loyalty is more valuable than short-term satisfaction, that every customer interaction shapes perceptions, and that exceptional service should be the goal of every employee's daily work.

1. Nobody raves
about average.
Bill Quiseng

2. Rule #1
Use your good judgment.
There will be
no additional rules.
Nordstrom Employee Handbook.

3. We set the price.
The customer
sets the value.

4. If I go to a restaurant
and the food is okay,
but the service is great,
then I’ll go back.
If the food is great
but the people aren’t,
I won’t go back –
and I’m in the cooking profession.
Wolfgang Puck, Chef

5. Mints on the pillow
don’t mean a lot
if the bed is not made.
Focus on the basics first.

6. Customer satisfaction
is worthless.
Customer loyalty
is priceless.
Jeffrey Gitomer

7. No customer
walks into your business,
gives you money and then says,
"Dissatisfy me, please."
Aim for 100%
customer satisfaction.
Bill Quiseng

8. Delivering good
customer service is
business common sense.
Your job is to make it
common practice.
Bill Quiseng

9. Although your customers
won’t love you
if you give bad service,
your competitors will.
Kate Zabriskie

10. A man without
a smiling face
must not open
a shop.
Chinese proverb

11. If your last customer
interaction was posted
on Facebook,
would you feel proud
of your performance?
Bill Quiseng

12. Customer service
is just a day-in, day-out,
ongoing, never-ending,
unremitting, persevering,
compassionate, type of activity.
Leon Gorman, CEO L.L.Bean

13. You cannot improve
one thing by 1000%
but you can improve
1000 little things by 1%.
Jan Carlzon

14. Treat every customer
as though they were your
favorite celebrity, hero,
friend, neighbor or your
grandma.
Jeffrey Gitomer

15. You do not need
permission from a boss
to make a customer
feel great.

16. Moments of truth
tell the tale of success or failure.
Every contact with the customer
creates a lasting impression
- for better or worse.
Handle each opportunity with care.

17. Be thankful
for customers who complain.
You still have
the opportunity
to make them happy.

18. Service is like Mom
told you about piano lessons:
practice,
practice,
practice.
Jeffrey Gitomer

19. 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.
I may not be the biggest,
but I’ll be the most committed
to your success.

20. Don’t fix the blame.
Fix the problem.

21. If you’re not serving
the customer,
you better be serving
the person who is.
Jan Carlzon

22. Understanding,
thoughtful,
concerned.
Are these words
that customers and co-workers
use to describe you?

23. To connect
with new customers
don't try to get inside
their heads.
Get inside their hearts.
Create an
emotional connection.
Bill Quiseng

24. A satisfied customer
is the best
business strategy
of all.
Michael LeBoeuf

25. Commit yourself to performing one
ten-minute act of exceptional service
per day and to inducing your
colleagues to do the same. In a 100-
person outfit, taking into account
normal vacations, holidays, etc. that
would mean 24,000 new courteous
acts per year. Such is the stuff of
revolutions.
Tom Peters, Management Guru

26. When customers connect
with your product, they are interested.
When customers connect
with your service, they are appreciative.
When customers connect
with your experience, they are amazed;
they want to repeat the experience
you provide;
they become loyal to your product.
Scott McKain

27. Given a choice
between a smiling person
and one who is frowning,
who would you approach?

28. If I pick up a ringing phone,
I accept the responsibility
to ensure a caller is satisfied,
no matter what the issue.
Michael Ramundo
President, MCR Marketing

29. Do what you do so well
that they will want
to see it again
and bring their friends.
Walt Disney

30. A rose on time
is far more valuable
than a $1000 gift
that’s too late.
Jim Rohn

31. Memorable stories (good or bad)
about the things you do
are retold . . . from a customer
to a potential customer.
What kind of stories
are being told about you?

32. The goal as a company
is to have customer service
that is not just the best,
but legendary.
Sam Walton

33. If you make customers unhappy
in the physical world,
they might each tell 6 friends.
If you make customers unhappy
on the Internet,
they can each tell 6,000 friends.
Jeff Bezos
founder, amazon.com

34. Superior service
is a day to day,
person by person
challenge.
Today is the day . . .
the challenge is yours.

35. Washrooms
will always tell
if your company cares
about its customers.

36. Three Rules of Service Recovery
1. Do it right the first time.
2. Fix it if it fails.
3. Remember:
There are no third chances.
Dr. Leonard Berry. Texas A&M Researcher

37. Ever wonder why
somebody
doesn’t do things
to make service better
in your company?
Perhaps you
are that somebody.

38. Everyone has an
invisible sign
hanging from their neck
saying,
“Make me
feel important.”
Mary Kay Ash

39. Pretend your next customer
is a mystery shopper ready
to reward you with $1000
for providing
superior service.

40. Great Service
is Great Theater.
Perform it
like you mean it.
Bill Quiseng

41. Worry about being better;
bigger will take care of itself.
Think one customer at a time
and take care of each one
the best way you can.
Gary Comer

42. In the end,
the only perspective
that matters
is the customer’s.

43. If your business
cannot pledge
“Satisfaction Guaranteed
or Your Money Back”
then something is broken.
Fix it.
Bill Quiseng

44. Be everywhere,
do everything,
and never fail
to astonish the customer.
-Macy’s Motto

45. Unless you have 100%
customer satisfaction…
you must improve.
Horst Schulz
former President, Ritz Carlton Hotels

46. Don’t try to tell the customer
what he wants.
If you want to be smart,
be smart in the shower.
Then get out, go to work
and serve the customer!
Gene Buckley
President Sikorsky Aircraft

47. 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

48. Service Recovery to LAST
Listen
Apologize
Solve
Thank

49. One of the deep secrets
of life is that
all that is really
worth doing
is what we do for others.
Lewis Carroll

50. “Thank you very much.”
These are the four
most important words
You can say
or will ever hear.
Holly Stiel

51. The ultimate
customer service
mantra:
Be Valuable.
Bill Quiseng

52. billquiseng.com
Your #1 source for practical tips, insight
and inspiration to improve
your personal delivery of customer service:
billquisengdotcom
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