Customer Service Quotes from Steve Dorfman and Others

35 Customer Service Quotes

By Steve Dorfman and Others

© Steve Dorfman, Driven to Excel, Inc.(except where indicated otherwise)

www.DrivenToExcel.com • 202-556-3235

80% of companiessay they deliver a“Superior”Customer Experience

Only 8% ofTheir Customers

Agree\Based on a 362-company customer survey

-Bain & Co.

© Steve Dorfman, Driven to Excel, Inc. except where indicated otherwise • DrivenToExcel.com • 202-556-3235

“If you’re the type of person who tends to have influence with your

co-workers, be especially mindful of how you interact with customers and

how you speak of them as well.Others are following your lead.”

–Steve Dorfman

© Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235

“Customer loyalty is a two-way street. Loyalty begets loyalty. Be loyal to your customers and they’re more likely to be

loyal to you and your company.”-Steve Dorfman


“Delighted customers tell others. Satisfied customers tell no one.Which do you have?” –Steve Dorfman

orA. B.


“Most skills can be learned, butit is difficult to train people on their personality. If you can find people

who are fun, friendly, caring andlove helping others, you are on to

a winner.” -Richard Branson

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© Steve Dorfman, Driven to Excel, Inc. www.DrivenToExcel.com • 202-556-3235


“Do you feel you’re not getting your fair share of repeat & referral business? Is it them … or is it (likely) you?”

–Steve Dorfman

“Happy employees are more likely to generate happy

customers, who -- by the way -- tend to generate happy

employees.”–Steve Dorfman

© Steve Dorfman, Driven to Excel, Inc. except where otherwise noted •

DrivenToExcel.com • 202-556-3235

“Make it your goal to deliver such a remarkable experience for your customers and prospects that…

…they might be left wondering if you’re the owner.”

-Steve Dorfman


“Impeccable customer service is not an initiative, it’s a quest; a relentless

pursuit.” –Steve Dorfman


“It takes maturity torespond, rather than react.

Remember this when youfeel upset with customers

and co-workers alike.Exercise emotional maturity, self control,

kindness … and take the high road.”–Steve Dorfman


"If you see someone in distress and your natural instinct is to step forward and ask if they need help,

then you’re probably going to be successful in customer service.” –Johnson Wong


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“If you would hesitate in labeling that employee a “People person,” then s/he

does not belong on your front line.” –Steve Dorfman

© Steve Dorfman, Driven to Excel, Inc., except where indicated otherwise • DrivenToExcel.com • 202-556-3235


“If you cannot find great role models in your own industry, you may want to

take a look outside, at other industries. Some of your best

customer service practices could be inspired in unlikely places; by unlikely

companies.”-Steve Dorfman

“While your competitorsare busy embarking

upon campaigns thatrely solely on

attracting new business,why not get busy creating remarkable

customer experiences geared to result in repeat business, glowing referrals, and higher-

margin/higher-value revenue growth.”-Steve Dorfman


“When a customer has unmet expectations, know that it’s empathy

(more than sympathy) that will help to remedy and bring resolution to the

perceived shortcoming.”-Steve Dorfman


"Make people feel genuinely good about themselves. That's something the marketplace will always honor.”

–Bob Burg, Bestselling Author


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“If you find that customers are repeatedly doing something ‘wrong’ inside of your process, there is likely

a flaw in your system.Remember, your customers didn’t

go to customer school.”-Steve Dorfman


“Many companies use customer survey results

only to manage their weaknesses. But your

customers are also able to express to you what you’re doing well. Don’t miss out

on an opportunity to strengthen your strengths.”

-Steve Dorfman © Steve Dorfman, Driven to Excel, Inc. DrivenToExcel.com • 202-556-3235

“The customer doesn’t have to tell you what went

wrong – they can simply walk away – so it’s a gift

when they take the time to tell you what they didn’t

like.”-Janelle Barlow


“Don’t just talk about the value in yourproduct or service,conceptually.Instead, demonstrate thatvalue and/or share stories of the value that’s already been realized by others.”-Steve Dorfman © Steve Dorfman, Driven to Excel, Inc.


“When you're good atsomething, you'll tell

everyone. When you'regreat at something, they'll tell you.”

-Walter Payton, NFL Hall of Famer



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"One of the hallmarks of a highly referred business is that they work as hard on fixing mistakes as on any

other aspect of their business." -John Jantsch, Bestselling Author


“When a customer sharesa personal tidbit with you

(birthday, baby on the way,anniversary, etc.), be present,

pause, and acknowledge what they've just shared with you before moving into any sort of traditional customer service

or sales process.”-Steve Dorfman



“If clients routinely visit your office, your staff should exercise

graciousness by leaving the best parking spaces

available for those clients.”

-Steve Dorfman

“I’ve never met anyone who liked being placed on the receiving end of

a speakerphone call. Avoid doing that to your customers and clients.”

-Steve Dorfman


“Satisfaction is a rating,loyalty is an emotion.” -Shep Hyken



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“Is your Customer Experience intentional … orleft to chance?”

-Steve Dorfman


“If you’re going to ask people how they’re doing, how it’s going, what’s new, etc., then be sure to remain engaged (listen, lean in,

make eye contact, etc.) while they’re answering your question.”

-Steve Dorfman© Steve Dorfman, Driven to Excel, Inc. except where indicated otherwise • DrivenToExcel.com • 202-556-3235

“When someone within your organization drops the ball, your customer cares less about who that someoneis … and more about what you’re doing to fix it.Don’t point fingers or make excuses. Just make it right.”-Steve Dorfman © Steve Dorfman, Driven to Excel, Inc.


“The customer is not alwaysright, but your job isnever to show them howthey’re wrong. Your job isto be professional, courteous,accommodating … and todemonstrate emotionalmaturity … even (and especially) under stress.”-Steve Dorfman


“The way you do the little things is a sign [to your customers] of how

you do the big things.”-Brad Sugars, Bestselling Author



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test

“As you grow your company, is the Customer Experience

Improving …

or Declining?”-Steve Dorfman


“Ask your clients what they love most about the experience of being your client. You may be surprised by what actually matters most to them.”

-Steve Dorfman© Steve Dorfman, Driven to Excel, Inc.


“Customer experience is the cumulative impact of multiple touchpoints over time, which result in a real relationship feeling,

or lack of it.”-Martin Zwilling, Forbes Contributor


“What if your company’s purposewas to be a hero for your customers and clients?Might that compel youand your team to deliverover-the-top service?”

-Steve Dorfman


Customer Service Quotes from Steve Dorfman and Others

Business

Transcript of Customer Service Quotes from Steve Dorfman and Others