Opportunity is missed by most people because it is dressed in overalls and looks like work.Thomas Edison |
It's much harder to provide a great customer service than I would have ever realised. It's much more art than science in some of these other areas and not just about the facts but about how you are conveying them.David Yu, Chief Operating Officer, Betfair |
Great teams need great leaders - leaders who inspire, motivate, instil pride, loyalty and a sense of fun at work.
Natalie Calvert, Managing Director, Calcom Group |
Deep down, we believe that the problem put simply, is THEM. They, of course, believe WE are the problem.
Anon |
A Christmas shopper's complaint is one of long-standing.
Anon |
The words in your mouth can be the best reward for your people
Barry Lawson, Scottish Water |
Follow the customer, if they change... we change
Sir Terry Leahy, Chief Executive, Tesco plc |
The problem lies between the keyboard and the chair
Noted by a Computer Help Line Adviser in a call report |
You cannot improve one thing by 1000% but you can improve 1000 little things by 1%
Jan Carlzon |
Good customer service costs less than bad customer service.
Sally Gronow, Welsh Water |
Customer service is just a day-in, day-out ongoing, never-ending, unremitting, persevering, compassionate, type of activity.
Leon Gorman, CEO L.L.Bean |
Rule 1: The customer is always right.
Rule 2: If the customer is ever wrong, re-read Rule 1.
Stew Leonard |
Whether you are big or small, you cannot give good customer service if your employees don't feel good about coming to work.
Martin Oliver, MD Kwik-Fit Financial Services |
Quality is never an accident. It is always the result of an intelligent effort.
John Ruskin |
If you can’t measure it, you can’t manage it
Anon |
What gets measured, gets done. And what gets recognised gets done again, and even better.
Robert Crawford, Director, ICS |
If you’re not serving a customer, you better be serving someone who is.
Anon |
Customers may forget what you said but they'll never forget how you made them feel.
Anon |
If you don't take care of your customers, someone else will.
Anon |
Do what you do so well that your customers will want to see it again and bring their friends.
Walt Disney |
If you make customers unhappy in the real world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.
Jeff Bezos, founder, Amazon.com |
If you wonder what getting and keeping the right
employees has to do with getting and keeping the
right customers, the answer is everything.”
Fred Reichheld, Author and business strategist |
Being on par in terms of price and quality only gets you into the game. Service wins the game.
Dr Tony Alessandra, author and consultant Olympic Gold Medalist |
People expect good service but few are willing to give it.
Robert Gately, president, Gately Consulting |
Unless you have 100% customer satisfaction...you must improve.
Horst Schulz, former Ritz Carlton Hotels chief executive officer |
Everyone in an organisation should be involved with customer service, not only are they 'feeling the customer' but they are getting a feeling for what's not working.
Penny Handscomb, human resource and training specialist |
Today we are the shapers of the world tomorrow.
Walt Disney |
If we keep doing what we're doing, we're going to keep getting what we're getting
Stephen Covey |
Organisations that encourage customers to voice their
complaints give themselves a chance to resolve issues and
convert complaining customers into advocates.Matthew Hendry, Charter UK |
Under promise and over deliverAnon |