12 COMMANDMENTS
OF TOTAL CUSTOMER SERVICE
o
are the life-blood of every business
satisfying them is an income-producing endeavor.
o
are the most important people in my business.
o
are not dependent on us
we’re dependent upon them.
o
Customers
Customers
Customers
o
o
Customers
o
o
Customers
o
o
Customers
o
o
Customers
o
o
Customers
o
o
Customers
o
o
Customers
o
o
Customers
o
o
Customers
o
are not cold, hard lifeless statistics
they are flesh and blood human beings with feelings and
emotions just like our own.
do us a favor when they call with a complaint or service
request
customer retention is the bottom line.
are not an interruption of our work
they are the purpose of everything we do.
are the key components of our business
they are not outsiders.
deserve the most courteous and attentive service we can
give them
develop a servant’s heart.
are people who bring us their wants and needs
it is our job to thrill them.
are not opponents to argue or match wits with
why win the battle and lose the war?
should be considered economic assets
manage them to maximize your return on investment.
make it possible for a company to pay your salary
whether you are a secretary, production employee, office
staff, salesperson or sales manager.