Customer Service Quotes - Page 2

Think about the people in your life with whom you have the most engaging dialogue—the ones who will listen to you and consider your opinions regardless of the topic. They'll stop whatever they are doing to give you their full attention. They become completely present and hear you.

Developing this ability instills a sixth sense for navigating human relationships with dignity, grace, and discretion, thus making an intentional and thoughtful first impression.

Service Beyond Self is Essential for Success Because It . . .•tBuilds credibility, trust, and customer satisfaction.•tStrengthens your personal reputation and public image.•tFosters goodwill and makes people feel appreciated.•tHelps you build healthy relationships with others.•tNurtures collaboration, participation, and cooperation.•tReaffirms a continuity of service for quality assurance, integrity, and reliability. •tSaves money—it costs less to keep existing customers than it does to create new ones. When you do it right the first time, you don’t have to fix it the next time.•tImproves communication and builds rapport.•tFosters mutual respect and understanding•tBy providing other people with what they want, you will get more of what you want!

To touch or not to touch . . . that is the question. Handshakes, hugs, and other touching all have their appropriate space and place. The key to success in this area is to know when, where, and how to best put these into action.

People don't care how much you know until they know how much you care

Mingle•tBe the connector—introduce people to each other who may not otherwise connect.•tBe a conversation fire starter; point out what people have in common as you are introducing them.•tSeek out the folks who may appear to be shy, or awkward, or wallflowers. Find ways to build trust and comfort. Engage them with a kind word to pull them out of their shell.•tArrive early and stay late; connect with people before and after your event.•tStretch beyond your comfort zone to speak with, sit with, and start conversations with people whom you do not know.•tOffer to refill someone’s drink or clear their plate.•tEncourage introductions: “There is someone whom I would love for you to meet . . .

A high-pitched voice may sound less authoritative, more youthful, and less experienced, whereas, a lower pitched voice may be perceived as being more authoritative, confident, and credible. It is unfortunate that listeners will make assumptions based on these differences before even knowing the depth and value of your message. Play with your ranges and find a comfortably low pitch. Practice it to see if it makes a difference in conveying more authority and brilliance.

Either you follow-up or you fold-up

Thank your customer for complaining and mean it. Most will never bother to complain. They'll just walk away.

The fate of your company is in the hands of your people. Train them well.

Physical touch is one of my primary love languages. For those of us who share this love language, touching is an endearing gesture of affection, appreciation, and connection. It is not intended to be inappropriate in any way when we hug you upon meeting, pat your back, or squeeze your arm. For us, it is an enthusiastic demonstration of friendship. However, there are many people who do NOT like to be touched—men or women. In spite of our good intentions, touching can make others feel awkward, offended, and in the worst-case scenario, violated. It is crucial to be vigilant and socially aware enough that you can read people’s cues to know when to pull back and contain yourself.

Seek to make others feel comfortable by demonstrating respect for their individual needs as well as their cultural norms. Your consideration and heightened awareness will guide you well—and help you make a great first impression.

As you seek new opportunities to make favorable first impressions, be ever aware of the subtle effect that physical positioning and distance/closeness can have on your interactions with others and use this understanding to your advantage.

When you begin conversations with confidence and listen attentively, you will become more flexible and adaptable in most any situation.

Approachability. Being warm and inviting demonstrates comfort, care, and emotional safety all of which encourages engagement. Your openness says, “I’m happy to meet you and am glad you’re here.

Your encounters will be more successful when you slow down, pay attention, and become more mindfully aware of the world around you. Heightening your awareness in your social, situational, contextual, orientational, and cultural scenarios will improve your agility as you adapt to new social settings.

The way you deliver the words you say becomes your “vocal image. This "vocal image" can make or break your first impressions, impact your communication, and determine how people respond to you.

As a professional speaker, I speak rather quickly with enthusiastic energy and emotion. This doesn’t always sit well with people who like to speak at a slower pace and need more time to process. What I have learned through years in this profession is that to be more effective I must adapt my pace to the comfort level of my audience. When I am speaking to academics, engineers, and doctors, I speak with a slower pace than the one which I use with sales people, customer services teams, or teenagers.

Compassion is the shortcut to connection.

Handshakes, Hugs & Other Touching. Learning how to touch appropriately can elevate your presentation, demonstrate respect, and convey confidence.

When my son was a teenager, he would use the ‘poker face’ tactic when I was lecturing, nagging, or suggesting. As a parent, it was maddening because I could not read his reactions! His stoicism would sometimes deflate my efforts or make me surrender in laughter, changing the subject all together.

What can you do to ensure that your voice value translates into impression value?

Your mission statement, vision statement, core values, and service standards provide a clear focus for all while keeping your team humble and hungry. It creates that family environment in which your employees enjoy coming to work and dealing with the challenges they face each day.

It is not blindly pushing your own agenda that will really create rich opportunities in your life, career, business – and in the world. It’s is your ability to understand, appreciate, anticipate, address, add value to that of others that will.

Walk a mile in your customers’ stilettos or loafers. Try to understand where they are in the moment.

Energy & Aura. You release your own distinctive energy signature which naturally produces a physical presence. When you emit positive energy, thoughts, feelings, and vibrations, you attract more positives into your life.

Becoming an empathetic listener helps you to better understand how another person feels and why they communicate as they do.

The Warm Welcome of Hospitality. Walt Disney World is the epitome of world-class customer service. Employees must be hyper-vigilant of spatial orientation to engage, impress, and interact with guests. For simply being near a guest, employees are trained to:•tMake eye contact and smile.•tGreet and welcome each and every guest.•tSeek out guest contact.•tProvide immediate service recovery.•tAlways display appropriate body language.•tPreserve the “magical” guest experience.•tThank each guest and demonstrate that appreciation.

First, take complete responsibility for your life and current outcomes. Then take proactive steps for the necessary action to move forward in your desired direction. This personal choice is at the heart of your achieving impressive results. Taking initiative is the start of all good things born from action . . .•tGrowth•tCreativity•tEnterprise•tInvention•tSuccess•tSolutions•tAccomplishment•tDevelopment•tPositive Change•tTransformation

To Move from Woe to Wow with an Unhappy Customer. . . Apologize•tThank your customer for raising the issue.•tApologize sincerely–never argue. •tOwn the problem, even if it is not your fault.•tShow genuine concern in your gestures, posture, and tone of voice.•tTake your customer at their word without questioning their motives or integrity.

Meeting someone for the first time has significance, but for some people, the awkwardness can be so great that they avoid a conversation altogether. The person who may be shy, introverted, or afraid of sounding stupid may just choose to remain silent rather than take the risk of engaging in embarrassing dialogue.

At any moment, you can use your face to open doors of opportunity if it demonstrates interest, enthusiasm, respect, understanding, delight, agreement, and more.

What Does Poor Posture Look Like?•tStiff & rigid•tSlumping •tSlouching•tHunched over•tRounded shoulders•tOverly arched back•tStumbling•tHead forwardIn sensitivity, we must be aware that many people suffer from poor posture because of physical disability, injury, health issues, heredity, obesity, or musculoskeletal construction. These descriptions are not meant to offend or judge people who are unable to change their posture.

Nice is a little word with a big meaning. How many times did your mother say, "Just be nice?" It's basic manners, yet in our negative world today people often neglect to extend random acts of kindness and simple acts of courtesy.

This method enabled me to expand my territory and create a strong network of loyal customers for referrals and repeat business. Make active listening a deliberate part of your business plan and success strategy. You will not only grow your business, but also make wonderful friends along the way.

We will judge others based on their behaviors with little to no understanding or regard for their beliefs or values—standards we may not know, nor typically see. When we do this, things can be taken completely out of context because we are assessing their behavior against our expectations, which are produced from our own personal value system.

It is crucial to understand that there are myriad interpretations of behavior. When you subscribe only to yours, you may begin to think that everyone else is wrong and thus limit your flexibility and possibility. Developing cultural awareness will make your diverse relationships easier and more productive.

For sixteen years, I had a spectacular real estate career in Tallahassee, Florida. I loved receiving telephone inquiries and making cold calls. I knew that if I could meet people on the phone, I could usually turn them into buyers.

Our cultural lens is so much a part of us that we are not even aware of how obvious it is to others. Like the nose on your face, you may forget that it is there, but everyone else sees it. I can’t look at you and not see your nose.

Hookers, Hondas and Hollywood all approach customers with a different mindset than the rest of the business world. Whereas most businesses talk about the importance of "customer service," agents, mechanics and people of the night talk about "servicing customers."It is an important distinction, as customer service is generally a reactive process in which professionals and businesses respond to the needs of their clients, while servicing customers involves exploration to discover what the customer needs in order to start firing all the cylinders.

Hugging is quite an intimate contact. Considering the studies done on proxemics we looked at earlier; when you get within two feet of another person you are inside their intimate space. There are some people who truly do not want you in their 'bubble' unless you are close friends or they’ve given you permission. Assuming familiarity incorrectly can destroy rapport, make a bad impression, and risk everything you have done well up to then.

Whether you smile to make a great first impression for customer service, building rapport, communicating your intentions, networking, sharing your happiness, closing deals, or demonstrating you are fully present and engaged, smiling is the key to your success.

Service is not something you do. It is something you are.

Become aware of the physical distance and spatial orientation that you experience while in the company of others. Being empathetic and sensitive to a person’s physical comfort zone can have a huge effect on the way in which you are received and perceived.

Asking permission to call someone by their first name is a gesture of gentility and consideration. And once permission is granted, the gate is open for mutual respect and mutual purpose. Simply demonstrating this courtesy before making an assumption is impressive. Once permission is granted, you have earned points on both sides.

Wouldn’t it be wonderful to be a natural communicator and know exactly what, when, why, and how to speak so that your message is conveyed and received as you intend?

Exceptional customer service proactively manages your brand and reactively can turn upset customers into raving fans based on how you handled their complaint.

Immerse yourself in the customer's world and get to know their struggles and triumphs inside out.

14 Awesome Conversation Starters1.tWhat do you do for fun? Hobbies, recreation . . . 2.tWhat are your super powers? Gifts, talents, strengths.3.tGood morning! It’s great to see you! 4.tWhat is your story? Tell me about yourself.5.tWhat brought you to __________?6.tDo you have anything special happening in your life (or your business)?7.tWhat’s the best thing that’s happened this week?8.tAre you living your life purpose or still searching for it?9.tWhat gives you passion and makes you happy to be alive?10.tDo you have any pets?11.tHow do you know the host?12.tWhen you were a child, what did you want to be when you grew up? 13.tIf you could go anywhere in the world, where would it be?14.tWhat's next on your bucket list?

ASK YOURSELF: Do you appear self-confident or unsure? Do you project a calm demeanor or scream instability? Do you come across as a leader or try to stay invisible? Do you walk with purpose and intention or doubt and trepidation? Do you look vibrant and energetic, or stressed out and overwhelmed?

Take the Initiative. Be proactive. If you want to rock your relationship results, it is going to take action, effort, initiative, and choosing to get in the game—so, step up, step out, and show up!

ASK YOURSELF: How can you utilize active listening to provide sensational customer service? How will this help resolve complaints from unhappy customers?•tGive them your full attention and listen without interruption or defensiveness.•tThank them for bringing the issue to your attention.•tTake their concerns seriously and share their sense of urgency to resolve the problem quickly.•tAsk questions and focus on what they are really saying. •tListen to their words, tone of voice, body language, and most importantly, how they feel. •tBeware of making assumptions or rushing to conclusions before you hear their concern fully.•tExplain, guide, educate, assist, and do what’s necessary to help them reach the resolution.•tTreat them with respect and empathy.When you do an amazing job of resolving an unhappy customer’s problem, you may end up impressing them more than if the problem had never occurred. You may have just earned their loyalty . . . forever!

To gain greater understanding, clarity, and awareness, you must become aware of your values and beliefs. Think of a triangle or an iceberg. Below the waterline, your beliefs and your values build the foundation for your behavior.

What determines whether the usage is acceptable or inappropriate? If you want to make a great first impression with positive impact, it is essential that you know there is a difference.

Now let’s look at the flip side. When a diligent and caring person receives your complaint, they have the power to turn a challenge into a triumph. Through active listening, they demonstrate that your satisfaction is their top priority. They not only seek to solve your problem, but they are dedicated to re-earning your trust, your respect, and keeping your business.

Be the Inviter“When I began my speaking career, I designed and delivered motivational programs for children teaching them success skills for life. Before going into a middle school one year, I interviewed the principal, Alexis Tibbetts, to ask what words of wisdom her students desperately needed to hear from me. She shared, “Kids can be so cruel. Some of the children never feel included or a part of something special. Please tell them that rather than being lonely and getting their feelings hurt, they can start doing the inviting.” Her words were spot-on. Alexis went on to become a well-loved superintendent of schools in Okaloosa County, Florida. Her words of wisdom were game-changing for her students. They can be game-changing for you as well.

Using titles such as Mr., Mrs., Miss, Dr., etc. demonstrates respect. In previous generations, it was a social necessity and simply good manners. One would consider you rude and uncultured if you were so presumptuous as to go straight to a “first name basis.” First names can imply an intimacy that does not exist and it may offend a new person until they know you better. Be wary of making assumptions.

Confession. Years ago, I was invited to a cocktail party for an Asian-American networking group. As I introduced myself to a Japanese businessman, I reached out and firmly shook his hand. Much to my embarrassment now, I automatically took my other hand and wrapped our hands in a “hand hug.” This is a common gesture of friendship in the South. As his wife approached, however, she appeared appalled and felt disrespected that I was touching her husband. Our cultural differences were marked. Despite this cultural mishap, I was able to redeem myself. We all moved past it and delighted in an interesting conversation. Physical touch is a touchy topic (pun intended), especially when various cultures are involved.

Listening actively confirms for people that you are positively receiving and thoroughly understanding the message they are conveying.

Poor Posture Promotes . . . In addition to sabotaging people’s perceptions and impressions of you, poor posture can cause uncomfortable health issues:•tFatigue•tDiscomfort•tNeck and back pain•tMuscle imbalance•tHeadaches and body aches•tStructural changes to your body