Chapter 1: Owning Your Customers

Question 1

Most companies simply rent their customers, by which I mean that

Answer 1

Their customers are loyal to them until another company comes along that offers the same product or service, but with a different style, manner, and kind of customer service

Question 2

The companies that own their customers practice these values from top to bottom in their organization

Answer 2

Dignity, respect, courtesy, kindness

Question 3

The way you treat your employees will be the way they treat their

Answer 3

Customers

Question 4

The companies that own their customers know

Answer 4

What it is their customer wants

Question 5

Great customer service comes only as the result of

Answer 5

Great customer knowledge

Question 6

Customer service experience comes in three flavours

Answer 6

Dissatisfaction, satisfication, loyalty

Question 7

Success via values and focus on service should be a

Answer 7

Never ending quest

Question 8

When the focus is constantly on values, employees, and customers,

Answer 8

Success is virtually guaranteed

Question 9

Poor quality leads to

Answer 9

Ultimate failure

Question 10

It makes no difference how you serve it up. Poor quality equals

Answer 10

Failure

Question 11

Good quality with indifference can equal

Answer 11

Success. People will tolerate indifference for an outstanding product or service.

Question 12

Quality plus kindness equals

Answer 12

Ownership

Question 13

The companies that do their jobs and add value to their process will

Answer 13

Own their customers

Question 14

The customer will leave for

Answer 14

The company with values

Question 15

Indifference is the service killer

Answer 15

The number one reason that customers vow never ti return to a specific place of service is due ti an attitude of indifference.

Question 16

The company is the person the

Answer 16

Customer is dealing with. . . At that moment

Question 17

Companies that own their customers focus on

Answer 17

Zero infifference

Question 18

Service is about eliminating indifference

Answer 18

Not problems

Question 19

One of the keys to great service was to

Answer 19

Have the right employees, employees who reflect the same values that are at the core of the company

Question 20

Companies offering value-based customer service move

Answer 20

Quickly to correct hiring mistakes

Question 21

I don’t want an order taken by someone who

Answer 21

Won’t acknowledge my presence

Question 22

I don’t want to be

Answer 22

Ignored

Question 23

I don’t want to have trouble getting someone to talk to

Answer 23

Either on the phone or I need person

Question 24

I don’t want to wonder what is being done when

Answer 24

I need help

Question 25

I don’t want to be left on

Answer 25

Hold for long periods of time

Question 26

I don’t want to have to ask someone

Answer 26

Whether he or she is listening

Question 27

I don’t want to constantly have to ask the person

Answer 27

What he or she said

Question 28

Make living your life with absolute integrity and kindness your first priority

Answer 28

Put others first whenever possible. Be genuinely interested in thrives of other people.

Question 29

Look customers in the eye and really

Answer 29

Focus on what theyre saying. Care about them as individuals.

Question 30

Thank your customers and ask

Answer 30

Them about their day

Question 31

Stand out from the

Answer 31

Crowd