The goal as a company is to have customer service that is not just the best, but legendary.
A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.
It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.
Repeat business or behavior can be bribed. Loyalty has to be earned.
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.
Unless you have 100% customer satisfaction, you must improve.
We are what we repeatedly do. Excellence, then, is not an act, but a habit.
Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves
In the world of Internet Customer Service, it's important to remember your competitor is only one mouse click away.
If you're not serving the customer, your job is to be serving someone who is.
Make your product easier to buy than your competition, or you will find your customers buying from them, not you.
The complaining customer represents a huge opportunity for more business.
Revolve your world around the customer and more customers will revolve around you.
The longer you wait, the harder it is to provide outstanding customer service.
Customer service is not a department, it's everyone's job.
Customer service shouldn't just be A department, it should be the entire company.
There is only one boss. The customer.
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.
Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.
Profit in business comes from repeat customers
Empathy is the ultimate form of customer insight.
If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.
Your ‘brand’ is what your customers think of you, not what you think of you.
We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.
Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.
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