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"That's a very critical phase in customer service because you can start to really understand what part of customer service has value to customers and what part is bothering customers."
Standard
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"But paying is part of the game of life: it is the joy of buying that we crave."
Author Name
Personal Development
"A person buying ordinary products in a supermarket is in touch with his deepest emotions."
Author Name
Personal Development
"Innovation comes from the producer - not from the customer."
Author Name
Personal Development
"The first step in exceeding your customer's expectations is to know those expectations."
Author Name
Personal Development
"Our customers call and e-mail us to say that's how it feels when a Zappos box arrives. And that's how we view this company."
Author Name
Personal Development
"Courteous treatment will make a customer a walking advertisement."
Author Name
Personal Development
"To Move from Woe to Wow . . . Listen Attentively Be fully present and give your customer your full attention. Stay calm and remain patient. Do not interrupt or become defensive. Let the customer express his or her concerns. Nod your head and use affirming words to show that you are listening. Repeat back and empathize, when necessary. This confirms your understanding of the problem or question."
Author Name
Personal Development
"The well-satisfied customer will bring the repeat sale that counts."
Author Name
Personal Development
"You must never actually cheat the customer, even if you can. You must make her happy and satisfied, so she will come back."
Author Name
Personal Development
"Am I an Apple bigot? No. I can critique their products and their customer service philosophy. But overall, they do better than any other player."
Author Name
Personal Development
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"So let's say you're using XYZ product and you want to do something very sophisticated. You subscribe to this thing, you hit a button, and a CA expert pops up in video."
Want
"One, we committed to put about 650 people in the field to focus totally on customer satisfaction."
People
"Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process."
Business
"Clearly, every company needs a leader. That's an important part of being the CEO of the company."
Leadership
"But the real focus should be on people who are buying today because the base is so big it will take a long time for any change materialize on an overall basis."
Change
"I'm very comfortable in having a strong team. I'm very comfortable in sharing the limelight with the team."
Leadership
"There is nothing in the company that is either above or below me, as far as I'm concerned."
Leadership
"And I'm comfortable being who I am, so I think a lot of people who take over from a founder worry about how they compare to the founder; I worry about doing the best I can."
People
"Clients do not expect the infrastructure to be any less reliable just because the service is being delivered from an offshore location; thus, the uptime requirements justify the expense."
Being
"It didn't make a lot of sense for us to be doing Lotus Notes implementations."
Sense
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