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.
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.
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.
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.
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.
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
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
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