The people who wrote these quotes may not have worked in customer service training, but they certainly understood its importance. Which is your favourite quote? Mine’s this first one by Sam Walton.
“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” SAM WALTON
This is a great reminder that the customer is the most important person we interact with, whatever level we are at. It doesn’t mean they are always right but they should always be treated with respect, even when they don’t deserve it.
“It’s all to do with training. You can do a lot if you’re properly trained” QUEEN ELIZABETH II
I’m guessing our Queen (and I’m not a loyalist) has had loads of customer service training. It just won’t have been called that. She will have been trained in public speaking, understanding politics, understanding cultural differences so she that she can present the best version of herself and the monarchy to her subjects, aka her customers, lest we overthrown her!
Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. PETER DRUCKER
Peter Drucker is always good value reading and he is a massive exponent of the commercial value of customer service training. A quote like this reminds me that quality is in the eye of the beholder, after all with a gazillion Mc Donald’s purchases every year, they must really have their quality sorted. They consistently deliver their popular product at the right time, in the right way, the same way, practically every single time.
Do what you do so well that they will want to see it again and bring their friends. WALT DISNEY
I particularly like this quote because it reminds me of the importance of repeat business and word of mouth. The most profitable films are the ones that people love so much, they want other people to share the experience. Customer service training, can help your teams make each interaction such a nice one, that your customers will go out and talk about how good you are, and do your advertising for you.