CUSTOMER SERVICE SAYINGS 
Customer Service Works says…
- Saying “YES” to a customer means “you and I will examine solutions”, not whatever the customer asks for.
- Customer complaints are an opportunity to use your skills and talents.
- If you want to provide excellent customer service, you have to have the heart of a servant.
- Seek win-win solutions – balance the customer need with organizational integrity.
- Without customers, there is no need for your job.
- If you are having a bad day, change your attitude.
- Seek first to understand, not to be understood.
- Never make the customer say hello first.
- Let the customer hang up first.
- Approachability starts with a smile.
- Never have to pass off the same question twice.
- If you have been asked the same question 100 times, be cautious that the 101st isn’t slightly different. Never assume you know what the customer needs.
- Be proud and confident, the customer will leave their experience forming an impression of you – you have the power to create that impression through your attitude and behaviour.
- Affirm the customer’s feelings – value starts with the heart, not with product, price and promotion.
- Never say “no”.
- A customer brings their day to the interaction with you, if they are having a bad day don’t take it personally; strive to make their day better.
- Use positive, powerful thoughts and language; I can vs. I have to.
- Pareto’s Law applied to customer service and sales effectiveness: listen 80%; talk 20%.
- Let go of the predictable to experience the possible.
- The customer value chain is only as strong as every link. In every request made of you by your peers, there is an external customer somewhere in the value chain of service, waiting to be served.
- Customers subconsciously rate their experience at every point of contact.
- Customer loyalty is created when core service elements meet expectations and quality service exceeds expectations, consistently.
- Perception is reality.
- The results you achieve are a direct reflection of your attitude and behaviours.
- Rule of jargon: use it if the customer will understand; if you are not sure, define the jargon in simple language.
- Match the pace of your caller.
- Use open body language to help diffuse an upset customer.
- What you say is less important than how you say it.
- Search to meet the customer’s intangible need as well as their tangible need.
- Every moment of contact with a customer is an opportunity to add value.
- A.C.T.I.V.E listening means…Acknowledge, Confirm understanding, Take notes to stay attentive, Invite the customer be part of the solution, Verify and validate
- Expect to solve the problem, not pass if off
