“The first step in exceeding your customer's expectations is to know those expectations.” Quote by Roy H. Williams
“You've got to look for a gap, where competitors in a market have grown lazy and lost contact with the readers or the viewers.” InspirationalLooksLostReaderCompetitionEducationalCustomersContactLazyGapsViewersCompetitorsInspirational Customer ServiceBest Service Author:Rupert Murdoch
“Most of your competition spend their days looking forward to those rare moments when everything goes right. Imagine how much leverage you have if you spend your time maximizing those common moments when it doesn't.” IfsMomentsCommonImagineCompetitionEducationalLooking ForwardMaximizingRare Moments Author:Seth Godin
“The only purpose of customer service is to change feelings.” FeelingsPurposeEducationalCustomers Author:Seth Godin
“Don't make promises unless you will keep them. Not planning to keep them. Will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception.” PlansKeysPromiseEducationalCustomersExceptionGood RelationshipReliabilityGood Customer Service Author:Susan Ward
“Train your staff (if you have any) to be always helpful, courteous, and knowledgeable. Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, "I don't know, but so-and-so will be back at..."” IfsKnowsGivingEnoughDecisionInformationMembersTrainEducationalCustomersHelpfulStaffKnowledgeableCourteous Author:Susan Ward
“Answer your phone. Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business.” IfsNeedsAnswersPhonesEducationalStaff Author:Susan Ward
“Listen to your customers. Can the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.” ShowsProblemProductsListeningResponseEducationalSolveCustomersAppropriateSuggestingSales Pitch Author:Susan Ward
“Deal with complaints. If you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service.” IfsGivingMayPersonsAbleDealsAttentionPositionPleaseBenefitsEducationalCustomersOne TimeComplaintsReapGood Customer Service Author:Susan Ward
“Throw in something extra. Whether it's a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don't think that a gesture has to be large to be effective.” PeopleThinkingUseInformationProductsEducationalGenuineExtrasGesturesDiscountsGenuine Smiles Author:Susan Ward
“You find yourself refreshed in the presence of cheerful people. Why not make an honest effort to confer that pleasure on others? Half the battle is gained if you never allow yourself to say anything gloomy.” PeopleIfsInspirationalPleasureEffortHalfHonestBattleFinding YourselfWhy NotSay AnythingEncouragingCheerfulGloomy Author:Lydia M. Child