Customer Service Quote – Robert W. Lucas

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Customer Service Quote – Robert W. Lucas

 

“Customers do not care whether you are a large or small organization.

What they care about is whether you deliver what you promise,

when and how you promise it, and if you meet

their needs, wants, and expectations.”

– Robert C. Lucas,

Customer Service Thought Leader & Expert

Customer Service Quote - Robert W. Lucas

Learn All About Robert C. ‘Bob’ Lucas Now and

Understand Why He is an Authority in the Customer Service Skills Industry

Robert C. ‘Bob’ Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Body Language Impacts Customer Service

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Body Language Impacts Customer Service

In addition to verbal and written messages, you continually provide nonverbal cues that tell a lot about your personality, attitude, and willingness and ability to assist customers. Customers receive and interpret the messages you send, just as you receive and interpret their messages.

Body Language Impacts Customer Service

By recognizing, understanding, and reacting appropriately to the body language of your customers, as well as using positive body language yourself, you will communicate with them more effectively. The key to “reading” your customer’s body language is to realize that your interpretations should be used only as an indicator of the customer’s true message meaning. This is because background, culture, physical condition, communication ability, and many other factors influence whether and how well people use body cues. Placing too much importance on nonverbal cues could lead to miscommunication and possibly a service breakdown.

One secret to effectively interpreting nonverbal cues sent by your customers is to watch for clusters of messages rather than a single signal or cue. This means to listen closely to what your customer is saying verbally while watching their nonverbal cues closely. If their words seem to be saying something different from the signals you received, watch further or do a quick perception check. To do this, ask a question for clarification. For example, “I just heard you say …but I noticed that nonverbally you were not smiling. I am not sure if I should take your words at face value or if you were making a joke. Which was it?”

By recognizing that your ability to effectively interpret body language is just one more tool in your customer service toolbox, you are on your way to delivering the best customer service possible.

For suggestions on how to successfully communicate nonverbally with your customers, get a copy of Customer Service Skills for Success.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

Customer Service Quotes – George S. Patton

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Customer Service Quotes – George S. Patton

Delivering excellent customer service requires more than just going through the mechanical process of performing the requirements of your job as a customer service representative. To truly excel as a service professional, you must be willing to build a strong interpersonal relationship with your customers. This includes identifying and meeting the needs, wants and expectations of each individual customer rather than treating all customers in a similar manner. By effectively interacting with every customer with whom you come into contact, you strengthen your image and that of your organization.

A statement by General George S. Patton sums up an approach for you to take in dealing with customers in the future:

Customer Service Quotes - George S. PattonFor additional ideas on how to better serve your customers, get a copy of Customer Service Skills for Success and How to Be a Great Call Center Representative.

Learn All About Robert C. ‘Bob’ Lucas Now

Understand Why He is an Authority in the Customer Service Skills Industry

Robert C. ‘Bob’ Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Differing Time Management Perspectives in a Global Customer Service World

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Differing Time Management Perspectives in a Global Customer Service World

As a service provider, you may encounter someone whose view of time differs significantly from yours. You should learn to adapt. Many cultures view the past, present and future differently and may place more or less importance on them than others outside their culture do. This may put a strain on the customer-provider relationship if you are not aware of their perspective or are not willing to make concessions for the differences.

Implications of time perspective differences vary greatly throughout the world. In countries like China, if you are late for a business meeting you might lose face or somehow make them feel disrespected. In other countries, you might be expected to wait for your customers, even when you have a set appointment time. For example, if you are in sales and travel to other parts of the world, you might arrive expecting a meeting at a certain time and date, only to find out that the person you are supposed to meet is out of the office or on vacation even though you called the week before to verify the appointment. Even so, always verify meetings multiple times and in writing before proceeding to them, especially if your customer is from outside your culture. Keeping subordinates and foreign businesspeople waiting for an extended period of time even when there is a scheduled appointment is not uncommon in some countries (e.g. Middle Eastern), especially when a higher-level executive is involved. Expect this and be prepared to wait patiently.

When dealing with customers who frequent your organization, if you are serving someone from another culture, you may find that they show up late for appointments. To compensate, you have to decide whether to build in some flexibility to your schedule or to turn a customer away when they arrive late. Obviously, the latter could mean a breakdown in the customer-provider relationship or a lost customer.

The bottom line on dealing with cultural perspectives on time is to recognize that there are differences. As a result, you may have to change your own mindset if you plan to do business with people from other countries ad cultures. Making such adjustments can lead to opportunities for providing customer service excellence and building a reputation as a service professional who is keenly aware of global diversity.

For more guidance on dealing with cultural differences when delivering service in a diverse world, read Customer Service Skills for Success and Please Every Customer: Delivering Stellar Customer Service Across Cultures.

Robert C. Lucas

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

Quote on Internal Customer Service – Jan Carlzon

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Quote on Internal Customer Service – Jan Carlzon

A group of people, often overlooked by many customer service representatives and employees in organizations, are the “internal customers.” These are the peers, supervisors, and fellow employees throughout an organization. In many instances, these folks are in support positions in departments that are served by others in the organization.

Internal customers are people to whom and from whom you provide or receive information, products, and services. These might be people you depend on to get the information needed to complete your monthly reports or who depend upon you to provide materials or data for them to do their jobs.

The key to providing professional internal service is for everyone in the organization to adopt a customer-centric approach to interactions with other employees.  Requests for information, products, and services should be viewed as just as important as those received from external customers in any situation. The only exceptions would be if there is an external customer waiting for service. In such instances, you should professionally inform your internal customer of that fact, provide service to the external customer and then get back to your internal customer in a timely fashion.

Jan Carlzon, former CEO of SAS Group famously made the following statement regarding internal customer service:

Quote on Internal Customer Service - Jan Carlzon

Learn All About Robert C. ‘Bob’ Lucas Now

Understand Why He is an Authority in the Customer Service Skills Industry

Robert C. ‘Bob’ Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Customer Service Quote – Henry Ford

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Customer Service Quote – Henry Ford

The phrase quality customer service is often bantered around in organizations. While some employees strive to deliver the best customer service possible, others simply show up for work and go through the motions. Likewise, some supervisors and managers are satisfied with just meeting minimal standards and do not continually look for ways to improve the system and enhance the customer experience.

It is a shame that in an economy where good jobs are hard to find, many employees are just “waiting to get another job” instead of dedicating themselves to give the best customer service possible each day. What these people fail to realize is that when they slight their internal and external customers by providing minimal effort, they not only taint the reputation of the organization and cost it money; they also damage their own professional image and limit opportunities and rewards for themselves at the same time.

Henry Ford summed up the reason to develop and maintain a customer-centric organization when he said the following:

Customer Service Quote - Henry Ford

“It is not the employer who pays the wages.

Employers only handle the money.

It is the customer who pays the wages.”

– Henry Ford

For ideas and strategies on how to effectively create and maintain a customer-centric organization, get a copy of Customer Service Skills for Success and How to Be  Great Call Center Representative.

About Robert C. Lucas – An Award-Winning Author and Customer Service Expert

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Process Improvement Quote – Stephen Covey

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Process Improvement Quote – Stephen Covey

 

“If we keep doing what we’re doing,

we’re going to keep getting what we’re getting.”

– Stephen Covey

Process Improvement Quote - Stephen Covey

Customers generally do not like being kept waiting when your system is not functioning properly. They rightfully view their time as valuable. In today’s “I want it and I want it now” society, inconveniencing your customers will likely lead to emotional reactions, complaints and customer defection to a competitor. To expect them to patiently wait while a new cashier tries to figure out the registration codes, someone gets a price check because the product was coded incorrectly, you have to call the office for information or approvals, and so on, is unfair and unreasonable.

To counter potential problems, all employees should be empowered to handle customer complaints and issues to some degree. Additionally, they should be trained to constantly look for ways to improve the service delivery system and enhance the customer experience.

For ideas and suggestions on strategies to help create a more customer-centric environment, get a copy of Customer Service Skills for Success.

Who was Stephen Covey?

Stephen Richards Covey was born on October 24, 1932, in Salt Lake City, Utah.  His formal education was done at the Brigham Young University, David Eccles School of Business, Harvard Business School, and The University of Utah.  Stephen Covey was an American educator, author, businessman, and keynote speaker.

Stephen Covey’s most popular book was The 7 Habits of Highly Effective People. He also wrote numerous other books which include First Things First, Principle-Centered Leadership, The 7 Habits of Highly Effective Families, The 8th Habit, and The Leader In Me — How Schools and Parents Around the World Are Inspiring Greatness, One Child at a Time.  He past away on July 16, 2012, at the Eastern Idaho Regional Medical Center in Idaho Falls, Idaho.

Here are a few more amazing quotes by Stephen Covey…

  • Start with the end in mind.
  • Seek first to understand, then to be understood.
  • The main thing is to keep the main thing the main thing.
  • The key is not to prioritize what’s on your schedule but to schedule your priorities.
  • Effective leadership is putting first things first. Effective management is discipline, carrying it out.
  • Management is efficiency in climbing the ladder of success; leadership determines whether the ladder is leaning against the right wall.
  • The way we see the problem is the problem.
  • There are three constants in life… change, choice, and principles.
  • Live out of your imagination, not your history.
  • Trust is the glue of life. It’s the most essential ingredient in effective communication. It’s the foundational principle that holds all relationships.

Learn more about Robert C. Lucas, Your Customer Service Blogger, and Award-Winning Author

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Before you go, enjoy a few more quotes by Stephen Covey…

  1. “There are three constants in life – change, choice and principles.”
  2. “Make time for planning; Wars are won in the general’s tent.”
  3. “Begin with the end in mind.”
  4. “You have to decide what your highest priorities are and have the courage – pleasantly, smiling, nonapoloegetically – to say ‘no’ to other things. And the way to do that is by having a bigger ‘yes’ burning inside.”
  5. “Put first things first.” Stephen Covey
  6. “Seek first to understand, and then to be understood.” Stephen Covey
  7. “Most people do not listen with the intent to understand. Most people listen with the intent to reply.”
  8. “Trust is the glue of life. It’s the most essential ingredient in effective communication. It’s the foundational principle that holds all relationships.”
  9. “Treat your employees exactly as you want them to treat your best customers.”
  10. “The key is not to prioritize what’s on your schedule but to schedule your priorities.”
  11. “Leadership is a choice, not a position.”
  12. “I am not a product of my circumstances, I am a product of my decisions.” Stephen Covey
  13. “Strength lies in differences not in similarities.”
  14. “Listen with your eyes for feelings.”
  15. “The way we see the problem is the problem.”
  16. “Most of us spend too much time on what is urgent and not enough time on what is important.” Stephen Covey
  17. “Highly proactive people don’t blame circumstances, conditions or conditioning for their behavior.”
  18. “Management is doing things right; leadership is doing the right things.”
  19. “He who has a why can deal with any what or how.” Stephen Covey
  20. “Our ultimate freedom is the right and power anybody or anything outside ourselves will affect us.”
  21. “The only thing that endures over time is the Law of the Farm. You must prepare the ground, plant the seed, cultivate, and water it if you expect to reap the harvest.”
  22. “A personal mission statement becomes the DNA for every other decision we make.”
  23. “Courage is not the absence of fear but the awareness that something else is more important.” Stephen Covey
  24. “To achieve goals you’ve never achieved before you need to start doing things you’ve never done before.”
  25. “Sow a thought, reap an action; sow an action, reap a habit; sow a habit, reap a character; sow a character, reap a destiny.”
  26. “Every human has four endowments – self-awareness, conscience, independent will and creative imagination. These give us the ultimate human freedom. The power to choose, to respond, to change.”
  27. “I teach people how to treat me by what I will allow.”
  28. “Motivation is a fire from within. If someone else trie to light that fire under you, chances are it will burn very briefly.”
  29. “You can change the fruit without changing the root.”
  30. “Our character is basically a composite of our habits because they are consistent. Often unconscious patterns, they constantly, daily, express our character.”
  31. “Be patient with yourself. Self-growth is tender; it’s holy ground. There’s no greater investment.” Stephen Covey
  32. “If I really want to improve my situation, I can work on the one thing over which I have control – myself.”
  33. “What you do has a greater impact than what you say.” Stephen Covey

Customer Loyalty Quote – Walt Disney

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Customer Loyalty Quote – Walt Disney

In order to help create a customer-centric environment and develop brand and customer loyalty, always act in the best interest of your customers. Listen to them, ask questions, anticipate their needs, deliver what you promise, and exhibit high levels of professionalism in everything that you do whether your customers are present or not.

To build customer loyalty, take the advice of Walt Disney, a man who obviously knew how to please people:

Customer Loyalty Quote - Walt Disney

For tips on how to create brand and customer loyalty and positively impact customer relationships, get a copy of Customer Service Skills for Success and How to Be a Great Call Center Representative.

Who was Walt Disney?

Walter Elias Disney was born on December 5, 1901, in Hermosa, Chicago, Illinois.  He was educated at the McKinley High School in Chicago, where he took drawing and photography classes and was a contributing cartoonist for the high school’s newspaper publication. Later in the evenings, he took courses at the Art Institute of Chicago.

Walt Disney is best known for being an American entrepreneur that created Mickey Mouse. He was an animator, voice actor, and film producer.  Walt Disney was an early pioneer of the American animation industry and he introduced several developments in the production of cartoons, such as Donald Duck, Minnie Mouse, to name a few.  He past away on December 15, 1966, at the Providence Saint Joseph Medical Center in Burbank, Burbank, California.

About Your Awad-Winning Author and Customer Service Skills Blogger – Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Process Improvement Quote – Bill Gates

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Process Improvement Quote – Bill Gates

Organizations that remain vigilant by continually seeking process improvement and looking for ways to enhance the service experience for their customers are the ones that survive in a turbulent time. By investing time, effort and money into employee training and development of new ways to stay competitive, these organizations help increase the likelihood of increased customer satisfaction and brand loyalty.

Process Improvement Quote - Bill Gates

“Your most unhappy customers are your greatest source of learning.” – Bill Gates, Founder of Microsoft

For ideas on ways to create a customer-centric organization leading to enhanced customer satisfaction and loyalty, get a copy of Customer Service Skills for Success.

Learn about Bill Gates now…

William Henry ‘Bill’ Gates III was born on October 28, 1955. He is an American business magnate, software developer, investor, and philanthropist. He is best known as the co-founder of Microsoft Corporation and he retired from the board of directors in 2020. During his career at Microsoft, Gates held the positions of chairman, chief executive officer (CEO), president and chief software architect, while also being the largest individual shareholder until May 2014. He is one of the best-known entrepreneurs and pioneers of the microcomputer revolution of the 1970s and 1980s.

Born and raised in Seattle, Washington, Gates co-founded Microsoft with childhood friend Paul Allen in 1975 in Albuquerque, New Mexico; it went on to become the world’s largest personal computer software company. Gates led the company as chairman and CEO until stepping down as CEO in January 2000, but he remained chairman and became chief software architect.

In June 2006, Gates announced that he would be transitioning to a part-time role at Microsoft and full-time work at the Bill & Melinda Gates Foundation, the private charitable foundation that he and his wife, Melinda Gates, established in 2000. He stepped down as chairman of Microsoft in February 2014 and assumed a new post as a technology adviser to support the newly appointed CEO Satya Nadella.

Later in his career and since leaving day-to-day operations at Microsoft in 2008, Gates pursued a number of philanthropic endeavors. He donated large amounts of money to various charitable organizations and scientific research programs through the Bill & Melinda Gates Foundation, reported to be the world’s largest private charity.

Here are a few more famous quotes from Bill Gates…. enjoy!

  • Success is a lousy teacher. It seduces smart people into thinking they can’t lose.
  • Your most unhappy customers are your greatest source of learning.
  • It’s fine to celebrate success but it is more important to heed the lessons of failure.
  • Life is not fair; get used to it.
  • As we look ahead into the next century, leaders will be those who empower others.
  • If you can’t make it good, at least make it look good.
  • Often you have to rely on intuition.
  • Intellectual property has the shelf life of a banana.

Find out more about Robert C. Lucas, Your Customer Service Skills Expert and a Major Fan of Bill Gates…

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

Quote on Change – Charles Darwin

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Quote on Change – Charles Darwin

Change is constant in the world. This is especially true in the customer service profession. Recent decades have seen the advent of computerized and technology-based service delivery, shifts in economies, an evolving diverse customer population and many other factors that have required service providers and organizations to adapt.

Some organizations and individuals have made the transition fairly well intact, while others have fallen by the wayside.

Charles Darwin summed the situation up when he said:

Quote on Change - Charles Darwin

“It is not the strongest of the species that survives,

nor the most intelligent,

but the one most responsive to change.”

Charles Darwin

Who was Charles Darwin?

Charles Robert Darwin was born on February 12, 1809, in The Mount House, Shrewsbury, United Kingdom. He was an English naturalist, geologist, and biologist.  he received his formal education from Christ’s College in Cambridge. Charles Darwin was best known for his contributions to the science of evolution.  During his lifetime he received many awards including Copley Medal, Royal Medal, and Wollaston Medal.  His proposition that led to these awards was that all species of life have descended over time from common ancestors and are now widely accepted and considered a foundational concept in science.  He past away on April 19, 1882, at his home called the Down House in Downe, United Kingdom.

Here are a few more quotes from Charles Darwin…

  • “A man who dares to waste one hour of time has not discovered the value of life.” – Charles Darwin
  • “Animals, whom we have made our slaves, we do not like to consider our equal.”
  • “Ignorance more frequently begets confidence than does knowledge: it is those who know little, and not those who know much, who so positively assert that this or that problem will never be solved by science.” – Charles Darwin
  • “Man tends to increase at a greater rate than his means of subsistence.” – Charles Darwin
  • “The very essence of instinct is that it’s followed independently of reason.”
  • “A man’s friendships are one of the best measures of his worth.” – Charles Darwin
  • “At some future period, not very distant as measured by centuries, the civilized races of man will almost certainly exterminate, and replace the savage races throughout the world.”
  • “I have called this principle, by which each slight variation, if useful, is preserved, by the term of Natural Selection.”
  • “My mind seems to have become a kind of machine for grinding general laws out of large collections of facts.”
  • “To kill an error is as good a service as, and sometimes even better than, the establishing of a new truth or fact.” – Charles Darwin
  • “A moral being is one who is capable of reflecting on his past actions and their motives – of approving of some and disapproving of others.”
  • “It is a cursed evil to any man to become as absorbed in any subject as I am in mine.” – Charles Darwin
  • “On the ordinary view of each species having been independently created, we gain no scientific explanation.”
  • “How paramount the future is to the present when one is surrounded by children.” – Charles Darwin
  • “I love fools’ experiments. I am always making them.”
  • “The highest possible stage in moral culture is when we recognize that we ought to control our thoughts.” – Charles Darwin
  • “We must, however, acknowledge, as it seems to me, that man with all his noble qualities… still bears in his bodily frame the indelible stamp of his lowly origin.”
  • “I am turned into a sort of machine for observing facts and grinding out conclusions.”
  • “If the misery of the poor be caused not by the laws of nature, but by our institutions, great is our sin.” – Charles Darwin

Learn about Robert C. Lucas, a customer service guru, and award-winning author…

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills. Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Make Money Writing Books: Proven Profit Making Strategies for Authors by Robert W. Lucas at Amazon.com.

The key to successfully making money as an author and/or self-publisher is to brand yourself and your company and to make yourself and your book(s) a household name. Part of this is face-to-face interaction with people at trade shows, library events, book readings, book store signings, blogging or guest blogging on a topic related to their book(s). Another strategy involves writing articles and other materials that show up online and are found when people search for a given topic related to a topic about which the author has written.

If you need help building an author platform, branding yourself and your book(s) or generating recognition for what you do, Make Money Writing Books will help. Bob’s popular book addresses a multitude of ideas and strategies that you can use to help sell more books and create residual and passive income streams. The tips outlined in the book are focused to help authors but apply to virtually any professional trying to increase personal and product recognition and visibility.

In my book Customer Service Skills for Success, I define customer service as “the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.”

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