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"Be dramatically willing to focus on the customer at all costs, even at the cost of obsoleting your own stuff."
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"Courteous treatment will make a customer a walking advertisement."
"An artist is forced by others to paint out of his own free will."
"You must never actually cheat the customer, even if you can. You must make her happy and satisfied, so she will come back."
"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."
"As far as the customer is concerned, the interface is the product."
"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."
"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."
Explore more quotes by Scott Cook
"Fifty years ago wealth was stored and transmitted physically through gold bars, stock certificates, bank notes, and coins."
"Even the once simple home mortgage now has so many flavors and styles and variations that it is difficult for people to make a decision."
"A whole generation of Americans will retire in poverty instead of prosperity, because they simply are not preparing for retirement now."
"Technology is similarly just a catalyst at times for fundamental forces already present."
"The current institutionally provided retirement plans will not cover people's needs upon retirement."
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