37 customer service quotes for training front-line staff

customer service quote if we don't take care of our customers someone else will
There are thousands of customer service quotes out there, but it can be time-consuming to find ones that are suitable for training front-line staff, especially if they’re not from the US.

So here’s a selection of our favourite quotes that you can use in your training materials. They’re from a wide range of relevant experts (so they aren’t all quotes from CEOs of American corporations). Also, we’ve categorised them into training-specific sections on why customer service is important, inspiring the right attitude, building communication skills and handling complaints.

Use them in slide-shows, as discussion points, for wall posters and for creating your own social media memes. We hope you find them useful. Enjoy!

Why customer service is important

1. 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 in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so. – Mahatma Gandhi

2. If we don’t take care of our customers, someone else will. – Unknown

3. Good customer service costs less than bad customer service. – Sally Gronow, customer manager at Welsh Water

4. Every client you keep is one less you need to find. – Nigel Sanders

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5. It is not the employer who pays the wages. Employers only handle the money…It is the customer who pays the wages. – Henry Ford, founder of Ford Motors

6. Customer service is the new marketing. – Derek Sivers, founder of CD Baby

7. Every company’s greatest assets are its customers, because without customers there is no company. – Michael LeBoeuf, author of ‘How to Win Customers and Keep Them for Life’

8. Only a life lived in the service of others is worth living. – Albert Einstein

9. The best way to find yourself is to lose yourself in the service of others. – Mahatma Gandhi

10. One of the deep secrets of life is that all that is really worth doing is what we do for others. – Lewis Carroll

11. The key is to set realistic customer expectations, and then not to just meet them, but to exceed them – preferably in unexpected and helpful ways. – Richard Branson

12. Organisations have more to fear from lack of quality internal customer service than from any level of external customer service. – Ron Tillotson, writer and journalist

Inspiring the right attitude

13. Always remember that everyone with whom you have a relationship has an invisible sign on their forehead that says ‘Make Me Feel Important’. Treat them accordingly. – Simon Cowell’s father

14. We are what we repeatedly do. Excellence then is not a single act, but a habit. – Aristotle

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15. Make a customer, not a sale. – Katherine Barchetti, American retailer

16. To my customer. I may not have the answer, but I’ll find it. I may not have the time, but I’ll make it. – Unknown

17. Your customer doesn’t care how much you know until they know how much you care. – Damon Richards, former consultant

18. Biggest question: Isn’t it really ‘customer helping’ rather than customer service? And wouldn’t you deliver better service if you thought of it that way? – Jeffrey Gitomer, American author, speaker and trainer

19. Worry about being better; bigger will take care of itself. Think one customer at a time and take care of each one the best way you can. – Gary Comer, founder of Land’s End

20. The customer’s perception is your reality. – Kate Zabriskie, author of ‘Customer Service Excellence: How to Deliver Value to Today’s Busy Customer’

21. Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them. – Kevin Stirtz, digital marketing expert and author

22. If you have a job without aggravations, you don’t have a job. – Malcolm Forbes, former publisher of Forbes Magazine

23. It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change. – Charles Darwin

24. Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is! – Tom Peters, bestselling author

Building communication skills

25. It’s not what you say but how you say it! – Mae West, actress and singer

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26. A man without a smiling face must not open a shop. – Chinese proverb

27. It helps a ton when you learn people’s names and don’t butcher them when trying to pronounce them. – Jerry Yang, co-founder of Yahoo

28. Customers may forget what you said but they’ll never forget how you made them feel. – Unkown

29. To understand the man, you must first walk a mile in his moccasin. – North American proverb

30. Friendly makes sales – and friendly generates repeat business. – Jeffrey Gitomer, American author, speaker and trainer

31. If you just communicate, you can get by. But if you communicate skilfully, you can work miracles. – Jim Rohn, author and motivational speaker

32. Here’s a simple but powerful rule: always give people more than what they expect they’ll get. – Nelson Boswell, author of ‘Inner Peace’

33. Nothing is so contagious as enthusiasm. – Samuel Taylor Coleridge, English poet and philosopher

Handling complaints

34. Customers don’t expect you to be perfect. They expect you to fix things when they go wrong. – Donald Porter, Vice President of British Airways

35. Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away. – Marilyn Suttle, success coach

36. Your most unhappy customers are your greatest source of learning. – Bill Gates

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37. The way to a customer’s heart and wallet lies in how well we initially serve our customers, and recover from poor service. – Unknown

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