Monthly Archives: August 2013

Process Improvement Quote – Bill Gates

Organizations that remain vigilant by continually seeking process improvement and looking for ways to enhance the service experience for their customers are the ones that survive in turbulent time. By investing time, effort and money into employee training and development of new … Continue reading

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Quote on Change – Charles Darwin

Change is a constant in the world. This is especially true in the customer service profession. Recent decades have seen the advent of computerized and technology-based service delivery, shifts in economies, an evolving diverse customer population and may other factors … Continue reading

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The Customer Is Always Right Quote – Stew Leonard

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Definition of a Customer – Quote by Mahatma Gandhi

Customers come in all sizes, shapes and descriptions in this multicultural, diverse world. Chances are that you will encounter many people daily who are not like you, who do not think like you and who do not want or expect … Continue reading

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Customer Centric Quote – Ray Krock

Too many people dislike the jobs they have. If you are one of those folks and occupy a customer service position; this can create challenges for you, your customers and your organization. The reason is that what you do impacts you professionally … Continue reading

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Customer Service Quote – Anonymous

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified … Continue reading

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Customer Service Excellence Quote – Tony Alessandra

“Good customer service is hard to find today.” How many times have you heard that statement? As a service provider (and we all are in any organization of more than one person since we all have internal customers), your goal should … Continue reading

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Listening to Customers Quote – Ross Perot

Active listening is the key element in communications with your customers. Whether face-to-face or over the telephone, you must not only hear what customers are saying; you must get their intended meaning. To do this you must stop everything else you are … Continue reading

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Customer Satisfaction Quote – Peter F. Drucker

Building good relationships in order to increase customer satisfaction is valuable – because it can lead to repeat business – the key to keeping a business productive and profitable. Satisfaction is a big factor for many customers in remaining loyal. … Continue reading

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Quote on Customer Loyalty – Chip Bell

In an era of global competition, technology-based service, and a shifting economy, organizations are looking for new and creative ways to gain and retain customers. Creating a customer centric service culture is one way of helping ensure customer and brand … Continue reading

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