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Customer service quotes that can serve as an introduction to a discussion on how to improve your company’s customer experience.
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Nobody ravesabout
average.Bill Quiseng
Rule #1 Use your good
judgment. There will be
no additional rules.Nordstrom Employee Handbook.
We set the price.The customersets the value.
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
Mints on the pillow don’t mean a lot if the bed is not
made. Focus on the basics
first.
Customer satisfaction is
worthless.Customer loyalty
is priceless.Jeffrey Gitomer
No customer walks into your business, gives you money and then
says, "Dissatisfy me, please."
Aim for 100% customer satisfaction.
Bill Quiseng
Delivering good customer service is business common
sense. Your job is to make it common
practice.Bill Quiseng
Although your customers won’t
love you if you give bad
service, your competitors
will. Kate Zabriskie
A man without a smiling face must not open
a shop.Chinese proverb
If your last customer interaction was posted
on Facebook, would you feel proud of your performance?
Bill Quiseng
Customer serviceis just a day-in, day-out,ongoing, never-ending,
unremitting, persevering, compassionate, type of
activity.Leon Gorman, CEO L.L.Bean
You cannot improveone thing by 1000%but you can improve1000 little things by
1%.Jan Carlzon
Treat every customer as though they were
your favorite celebrity, hero, friend, neighbor or your grandma.
Jeffrey Gitomer
You do not needpermission from a
boss to make a customer feel great.
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.
Be thankful for customers who
complain.You still have
the opportunityto make them happy.
Service is like Mom told you about piano
lessons: practice,practice, practice.
Jeffrey Gitomer
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.
Don’t fix the blame.
Fix the problem.
If you’re not serving the customer,
you better be serving the
person who is.Jan Carlzon
Understanding,thoughtful,concerned.
Are these words that customers and co-
workers use to describe you?
To connect with new customers
don't try to get inside their heads.
Get inside their hearts. Create an
emotional connection.Bill Quiseng
A satisfied customer is the best
business strategyof all.
Michael LeBoeuf
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
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
Given a choicebetween a smiling
person and one who is
frowning, who would you
approach?
If I pick up a ringing phone, I accept the responsibility to ensure a caller is satisfied, no matter what the issue.
Michael RamundoPresident, MCR Marketing
Do what you do so well that they will want
to see it again and bring their friends.
Walt Disney
A rose on time is far more valuable
than a $1000 gift that’s too late.
Jim Rohn
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?
The goal as a company is to have customer
service that is not just the
best, but legendary.
Sam Walton
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
Superior serviceis a day to day,
person by person challenge.
Today is the day . . .the challenge is
yours.
Washrooms will always tell
if your company cares about its customers.
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
Ever wonder why somebody
doesn’t do thingsto make service better
in your company? Perhaps you
are that somebody.
Everyone has an invisible sign
hanging from their neck saying, “Make me
feel important.”Mary Kay Ash
Pretend your next customer
is a mystery shopper ready
to reward you with $1000 for providing
superior service.
Great Serviceis Great Theater.
Perform it like you mean it.
Bill Quiseng
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
In the end, the only perspective
that matters is the customer’s.
If your business cannot pledge “Satisfaction Guaranteed
or Your Money Back” then something is
broken. Fix it.
Bill Quiseng
Be everywhere, do everything, and never fail to astonish the
customer.-Macy’s Motto
Unless you have 100% customer satisfaction…
you must improve.Horst Schulz
former President, Ritz Carlton Hotels
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 BuckleyPresident Sikorsky Aircraft
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
Service Recovery to LAST
ListenApologizeSolveThank
One of the deep secrets of life is that
all that is really worth doing
is what we do for others.Lewis Carroll
“Thank you very much.”
These are the four most important words
You can sayor will ever hear.
Holly Stiel
The ultimatecustomer service
mantra:Be Valuable.
Bill Quiseng
billquiseng.comYour #1 source for practical tips,
insight and inspiration to improve
your personal delivery of customer service:billquisengdotc
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