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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