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Words of Wisdom on Customer ServiceOur words of wisdom section has more than 35 categories of quotes, including topics such as change, customer service, leadership, motivation, teamwork, and time management. If you're looking for more information on customer service, don't miss our Customer Service section with many articles on customer service as well as our customer service book reviews and recommended customer service books. If you're looking for information on our custom-designed customer service seminars or keynote presentations, please view the following pages on our web site:
Customer service is either good or bad. There is no in-between. If you provide only 99% satisfaction, a million transactions mean 10,000
unhappy customers! If your departments don't communicate effectively with each other, you
can be certain they aren't communicating with your customers either. Response time should be measured in minutes, not hours. There is less to fear from outside competition than from inside inefficiency,
discourtesy, and bad service! Today's typical customer wants only two things: The quality of service is going to be a selling point in a fickle environment
where customers have more choices. It never ceases to amaze me that companies spend millions to attract
new customers (people they don't know) and spend next to nothing to keep
the ones they've got! Seems to me the budgets should be reversed! If you own the problem, you own the customer. A major key to success of any business in today's competitive environment
is to never lose sight of the fact that your number one goal is to please
your customers. People expect good service but few are willing to give it. Unless you have 100% customer satisfaction ... you must improve. Customer service is not a department, it's an ATTITUDE! Customer service is just a day in, day out ongoing, never ending, unremitting,
persevering, compassionate, type of journey. Sales without customer service is like stuffing money into a pocket full
of holes. A major key to success of any business in today's competitive environment
is to never lose sight of the fact that your number one goal is to please
your customers. A complaint is a gift. Customer complaints are the schoolbooks from which
we learn. Spend a lot of time talking to customers face to face. You'd be amazed
how many companies don't listen to their customers! Profit in business comes from repeat customers; customers that boast
about your product and service, and that bring friends with them. It never ceases to amaze me that companies spend millions to attract
new customers (people they don't know) and spend next to nothing to keep
the ones they've got! Seems to me the budgets should be reversed! Do what you do so well that they will want to see it again and bring
their friends. Loyal customers, they don't just come back, they don't simply recommend
you, they insist that their friends do business with you. If you do build a great experience, customers tell each other about that.
Word of mouth is very powerful! In the world of Internet customer service, it's important to remember
your competitor is only one mouse click away! 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. Know what your customers want most and what your company does best. Focus
on where those two meet. Customers don't expect you to be perfect. They do expect you to fix things
when they go wrong. The customer experience is the next competitive battleground! Being on par in terms of price and quality only gets you into the game.
Service wins the game. 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. Make your product easier to buy than your competition, or you will find
your customers buying from them, not you. Every contact we have with a customer influences whether or not they'll
come back. We have to be great every time or we'll lose them. The longer you wait, the harder it is to produce outstanding customer
service.
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