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3 Reasons Why Dissatisfied Customers Don’t Complain 1. Don’t know where or to whom to complain 2.It won’t do any good; no ones cares 3. Not worth the trouble, it’s easier to buy from someone else. |
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A ” moment of truth” occurs whenever and wherever there’s customer contact. The only way to guarantee success is to have a lot of happy, satisfied customers. |
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A customer who “Complains ” is doing you a great service. |
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A dissatisfied customer can be satisfied if his or her complaints are handled well and quickly. |
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Ask your customers for feedback on your service. Their opinion is the only one that matters. |
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Be a resources for your customer. Help them solve a problem, create an opportunity or improve a situation. |
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Be courteous and polite during each customer contact and never promise more than you can deliver. |
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Being customer -focused means developing loyalty and long -term relationships. |
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Companies that focus on creating value for their customers yield the highest total returns to investors. |
Oren Harari |
Constantly present new ideas or concepts to your clients. If you don’t your competition will. |
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Customer service is listening … and hearing … What customer say and don’t say. |
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Customer service is a commitment, meeting deadlines and giving quality. |
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Customer service is an attitude …. The customer is our purpose for being. |
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Customer service is the difference between the “good” and the “great” company. |
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Customer service means getting to the cause of customer problems rather than symptoms. |
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Customer service means that every employee knows that “no one is more important than the customer.” |
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Every market has a front and back door. Marketing and sales bring customers in the front door . Poor service sends them out the back door. |
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If you don’t take care of your customers… someone else will. |
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It is more important to look at a customer’s lifetime value to the organisation than to look at the value of one transaction. |
Lawrence B. Chonko |
It takes months to find a customer; seconds to lose one. |
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It’s not the big things you do for your clients that make you successful. It’s the small things. |
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Loyal customers are not the frosting on the cake; they are the cake. |
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Make every point of contact that a customer has with your company a positive experience. |
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Never tell customers how good you are. Demonstrate it. |
Shiv Khera |
No business can make a profit manufacturing something unless the customer can profit by using it. |
Sam Petengill |
Nothing is ever gained by winning an argument and losing a customer. |
C. F. Norton |
Operational excellence means providing customers with reliable products or services at competitive prices and delivered with a minimal amount of inconvenience. |
Lawrence B. Chonko |
Quality service begins with quality thinking . |
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Satisfied customers have purchased “good feelings” or “solutions to problems.” |
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Satisfied customers will tell an average of five people about their experience. Dissatisfied customer will tell an average of 9 or 10 other, but they won’t complain to you. |
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Service is the rent you pay for being. |
Marian Wright Edelman |
Service is the right people doing the right thing at the right time in the right way with the right attitude. |
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Service means making it convenient for the customer, not for the company. |
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Smiles! Customers like positive people. |
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Superior customer satisfaction is a moving target. |
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The Customer is deserving of the most courteous and attentive treatment we can provide. |
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The Customer is not an interruption of our work, but the purpose of it. |
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The Customer is not dependent on us- we are dependent on the customer. |
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The Customer is one who brings us his/her wants. Our jobs is to fill them. |
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The Customer is part of our business, not an outsider. The Customer is our guest. |
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The Customer is the most important person in our business. |
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The customer who doesn’t complain but doesn’t come back is the one that hurt us. |
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The goal of customer service is to make people want to do business with us. |
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The purpose of business is to get and keep customers. |
Ted Levitt |
The satisfied customer is our best business strategy. |
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There is no cost for servicing customers. The cost lies in not doing it. |
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Think about how you would win over your own accounts, if you were your own competitor, and practice it. |
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When it comes to service, customers set the standards. |
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When things go wrong: a) Apologies to the customer b) Apologies a fair solution c) Treat the customer with respect d) Do something nice for the customer e) Keep your promises. |
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When you let a customer problem go unsolved, you let a customer go. |
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When you start taking your customers for granted , you start losing them. |
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Your company may have dreams and aspirations for the future, but ultimately it is the customer who determines whether or not those dreams comes true. |
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Doing a great job and not meeting the customer’s objectives is as useless as doing a poor job within meeting the customer’s objectives. |
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Quality is everyone’s responsibility. |
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