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"What you can't buy is the loyalty that comes through our dedicated crewmembers."
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"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."
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Personal Development
"Customer is king. I am his treasurer."
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Personal Development
"Be dramatically willing to focus on the customer at all costs, even at the cost of obsoleting your own stuff."
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Personal Development
"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."
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Personal Development
"The well-satisfied customer will bring the repeat sale that counts."
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Personal Development
"The first step in exceeding your customer's expectations is to know those expectations."
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Personal Development
"Pager companies are very much looking to provide new services to help them regain some of their customer base."
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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."
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Personal Development
"If you make the customer a promise... make sure you deliver it."
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Personal Development
"Innovation comes from the producer - not from the customer."
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"We tried to set up a company that patterned ourselves after Southwest in all the fun, the spirit, the great people, the smile, the efficiency side of it, but we've added some extras that people aren't used to finding on Southwest."
People
"Just keep thinking about the good side of ADD - the creativity and the originality it can stimulate."
Creativity
"I believe the public's confidence would be increased if the federal government took over the functions of airport security screening for all passengers."
Government
"I think they got caught up in how much money they could get from each of the city governments as far as tax rebates. But that stuff works when you make money. It's a little bit phantom money."
Money
"People were desperately trying to fill their seats for the summer. And so prices are really low right now. And so they are kept from raising prices to make up for that difference."
People
"Value will always be on top of everyone's lists now, right along with safety."
Now
"This is not a business where you can hand off and run by remote control."
Business
"Certainly, we are hurt by the high fuel prices because it raises our cost."
Hurt
"The Blackberry is really essential for keeping up on my emails when I'm out of the office, which is a lot."
Office
"We are just interested in dealing with the people we're paying every day. We know federal law allows them to vote in a union at anytime, but we think we can resist that by talking to our own people and giving them enough upside."
People
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