As a business owner, having satisfied customers should always be a top priority. One of the best ways to ensure this outcome is to have a dedicated, motivated customer services team to help customers as they need it. After all, happy employees lead to happy customers.
Keeping your staff motivated and willing to provide good service can be a full-time job in and of itself. However, it is important enough that you should put significant thought into it. After all, multiple studies suggest that motivated employees drive up productivity and increase your bottom line.
You can use the following customer service quotes and related information to help keep your team motivated and focused. You can also use these customer service quotes to help your staff realize just how important their contribution to your company truly is, boosting team morale.
“Customer service is the new marketing.”-Derek Sivers
Derek Sivers is a marketing guru who has written several books on marketing, including Anything You Want and Hell Yeah or No. In this quote, he points out that customer service is actually an extremely important marketing tool. By sharing this quote with your team, you let them know how important their job is to the company as a whole.
According to NewVoiceMedia.com, companies in the United States lose more than $62 billion every year because of poor customer service. A recent American Express survey, published in 2017, found that the average American who had a poor customer service experience will tell 15 people about it, compared to the 11 people they would have told if the experience was good.
“Strive not to be a success, but rather to be of value.” -Albert Einstein
Virtually everyone knows that Albert Einstein was a German-born theoretical physicist, but he was also a great thinker on several other levels as well. Specifically, he realized the importance of not just succeeding for the sake of succeeding, but to be of service to others. When you add value to other people’s lives, that is true success.
“When you help others feel important, you help yourself feel important too.”-David J. Schwartz
David Schwartz is perhaps best known for writing the book The Magic of Thinking Big, published in 1959. His quote highlights the realization that customer service teams can help others feel like they matter, and, in turn, those customers also help the team members feel like they matter.
When employees feel like they have a purpose in your company, they are more productive. Helping your team make the connection between what they are doing and the value that it provides to others can help workers feel like they play an important role in your company—because they do!
“Most people spend more time and energy going around problems than in trying to solve them.”-Henry Ford
Customer service representatives solve problems for customers. As employees, they can (and should) be empowered to spot problems or inefficiencies and address them. Instead of circling a problem to avoid it, addressing the issue head-on is often the best way to deal with an issue. Encourage communication and innovative thinking to address problems and increase efficiencies.
“The world is moved not only by the mighty shoves of the heroes but also by the aggregate of the tiny pushes of each honest worker.”-Helen Keller
Sometimes, your team may not feel like they are part of the bigger picture. What they do may not seem important or valuable, but they actually provide one of the most integral parts of your company. Customer service representatives are sometimes the only contact that many customers have with your business. They represent your business, and customers depend on your customer service team to help them solve problems on behalf of your company.
Their contribution to your company is just as valuable as every other member of your team!
“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 in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to do so.”-Mahatma Gandi
This quote emphasizes the importance of the customer in all of our business endeavors. Without the client, the company would not exist. Sometimes, customer service seems like a burden, but reframing the task to recognize the value of each individual customer will remind your team about the importance of each contact with a client.
“Remember, the best job goes to the person who can get it done without passing the buck or coming back with excuses.”-Napoleon Hill
Excuses about why things are not done or are not done properly are never going to sit well with a customer, or even a co-worker. Your customer service team should remember to “own up” to mistakes, address problems, and focus on continual improvement, both in terms of the services they provide and the overall customer experience that they are creating. Teaching your team to face problems head-on will, in turn, make your customers feel valued and important.
“When you make a mistake, there are only three things you should ever do about it: admit it, learn from it, and don’t repeat it.”-Bear Bryant
Everyone makes mistakes. Creating a culture that owns up to the mistake and addresses them can be difficult, but it is important. By reminding your team that it is okay to mess up, as long as you are learning and not repeating your mistakes, your team will be better able to provide services to your clients.
“Inside of every problem lies an opportunity."-Robert Kiyosaki (author of Rich Dad Poor Dad)
When your team sees customer needs as problems to solve and opportunities to serve and create value, they will be more motivated to provide great service. Each interaction with a customer is an opportunity to create a great relationship that will last for years to come. Positivity and a willingness to help can go a long way.
Björn is Chief Experience Officer of Ombori Grid. He spent the early part of his career in the music business before moving into retail design and video production. His passion is for creating unique and memorable retail experiences that excite and delight customers. He spent 6 years at Visual Art in Stockholm before joining Ombori in 2018.