From the Book - First edition.
Customer service is not a department
You win customers one at a time and lose them as thousand at a time
Great service follows the law of gravity
Don't get bored with the basics
Ask yourself, "What would mom do?"
Always act like a professional
Become an expert at creating experts
Rehearse, rehearse, rehearse
Treat customers the way you'd treat your loved ones
Know the truth, the whole truth, and nothing but the truth
Fish where the fishermen ain't
If they say they want horses, give them a motorcar
Don't just make promises, make guarantees
Treat every customer like a regular
Make ASAP your standard deadline
Know the difference between needs and wants
Be relentless about details
Don't give the responsibility without the authority
Never, ever argue with a customer
Apologize like you really mean it
Surprise them with something extra
