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Quote by 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..."”

Quote by Susan Ward

Author

Born on April 15, 1976, Susan Ward is a talented actress known for her remarkable performances in various film and television projects. She has won the hearts of audiences with her exquisite acting skills and unique charm. more

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“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.”

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“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.”

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“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.”

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“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.”

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“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.”

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“The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did!”

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“Lower prices are not service; they're just lower prices.”

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“Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!”

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“Develop a respect and reverence for the principle of variation: the idea that the message ain't in the mean, the mode or the median - it's in the differences that occur throughout a population.”

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“It's relatively simple. If we're not getting more, better, faster than they are getting more, better, faster, then we're getting less, no better or more worse.”

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