This is a set of quotations that I use for my customer care/service training sessions

1. thought
bakery
Some half baked, some well done
but definitely lots of fun!
© Mohit Chhabra 2007
mohit@chhabra.co.in

3. To my customer:
I may not have the answer, but
I’ll find it.
I may not have the time, but I’ll
make it.
Anon

5. We are what we repeatedly
do, excellence then is not an
act, but a habit.
Aristotle

6. “A shoe without sex appeal is like a
tree without leaves.
Service without emotion is a shoe
without sex appeal.”

7. In the world of Internet Customer
Service, it's important to remember
your competitor is only one mouse
click away.
Doug Warner

8. If you want to be creative in your
company, your career, your life, all it
takes is one easy step… the extra
one. When you encounter a familiar
plan, you just ask one question: What
ELSE could we do?
Dale Dauten

10. Focus on the journey, not the destination.
Joy is found not in finishing an activity but
in doing it.
Greg Anderson

11. The purpose of business is to create and
keep a customer.
Peter Drucker

12. The customer’s
perception is your reality.
Kate Zabriskie

13. Washrooms will always tell if your
company cares about its customers.

14. You have to perform at a consistently higher
level than others. That’s the mark of a true
professional. Professionalism has nothing to
do with getting paid for your services.
Joe Paterno

15. Make a customer,
not a sale.
Katherine Barchetti

18. I can alter my life
by altering the
attitude of my mind.

19. Unless you have 100% customer
Howard Schulz

20. If you take good care of the customers, they
come back. If you take good care of the
products, they don’t come back.
Stanley Marcus
Neiman-Marcus

21. The single most important thing to remember
about any enterprise is that there are no results
inside its walls. The result of a business is a
satisfied customer.
Peter Drucker

22. Coming together is
a beginning.
Keeping together is
progress.
Working together is
success.
Henry Ford

23. Four steps to achievement:
Plan purposefully.
Prepare prayerfully.
Proceed positively.
Pursue persistently.
William Arthur Ward

24. Although your customers won’t
love you if you give bad service,
your competitors will.
Kate Zabriskie

25. The greatest discovery of my generation is
that human beings can alter their lives by
altering their attitude of mind.
William James

26. You’ll never have a product
or price advantage again.
They can be easily
duplicated, but a strong
customer service culture
can’t be copied.
Jerry Fritz

27. Companies can boost profits by
almost 100 percent by retaining just
5 percent more of their customers.
Frederick F. Reicheld and W. Earl Sasser
Harvard Business Review

29. The first responsibility of a leader is to define reality. The
last is to say thank you. In between, the leader is a servant.
Max DePree

30. Your most unhappy customers are
your greatest source of learning.

31. The way to a customer’s
heart and wallet lies in how
well we initially serve our
customers and recover from
poor service.

32. You are serving a customer,
not a life sentence. Learn
how to enjoy your work.
Laurie McIntosh

33. People don’t want to communicate with an
organization or a computer. They want to talk
to a real, live, responsive, responsible person who
will listen and help them get satisfaction.
Theo Michelson

34. Do what you do so well that they
will want to see it again and bring
their friends.

35. Customers don’t expect you to be
perfect.
They do expect you to fix things
when they go wrong.
Donald Porter

36. Lewis Carol

37. A little experience often upsets a lot of theory.
S Parkes Cadman

38. Feelings have a
critical role in the
way customers are
influenced.
David Freemantle, author

39. Biggest question: Isn’t it really ‘customer helping’ rather than
customer service? And wouldn’t you deliver better service if you
thought of it that way?
Jeffrey Gitomer

40. It is not enough any more to merely satisfy
the customer; customers must be ‘delighted’ –
surprised by having their needs not just met,
but exceeded.
A Blanton Godfrey