What I Learned in School Today

Customer Service: (The Ugly Truth About Customers)

• The customer is self-centered


• Customers often do not notice good service; but they always notice bad service.


• Satisfied customers tell, on average, only one other person about their positive experience; dissatisfied customers will tell up to twenty others about their poor experience


• The customer is not concerned with, and does not care about, the day-to-day problems inside the organization.


• Customers are usually not interested in whether you are "trying hard"


• Customers do not want to have to learn your "organization chart" to interact with your organization.


• There is no such thing as long-term customer loyalty (unless your Apple); it is circumstantial, fragile, and fleeting. (take note Steve Jobs)


• The customer is always carrying an invisible, often unconscious, "report-card" on your organization around in his/her head; but you'll rarely know what it says unless you ask.


• It is not enough just to give good service; the customer must perceive the fact that he/she is getting good service.

- Karl Albrecht and Ron Zemke, Service America

A Customer is the most important visitor on our premises.

He is not dependent on us; we are dependent on him.

He is not an interruption to our work; he is the purpose of it.

He is not an outsider to our business; he is a part of it.

We are not doing him a favor; he is doing us a favor by giving us an opportunity to do so.

- Mahatma Gandhi

Good stuff to ponder.