Customer Service Quotes

Timi Nadela

I cannot sufficiently celebrate the glorious liberty that reigns in the public libraries of the twentieth century as compared with the intolerable management of those of the nineteenth century, in which the books were jealously railed away from the people, and obtainable only at an expenditure of time and red tape calculated to discourage any ordinary taste for literature.

Edward Bellamy

Don’t just be everywhere, be everywhere that your clients are, where you matter most.

Bernard Kelvin Clive

The only way to have great customers is to be one.

Daniel C. Felsted

In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.

Jeff Bezos

In this fast-paced digitally connected world, your competitor is only a WhatsApp message away. Be reachable by every medium possible

Bernard Kelvin Clive

Immerse yourself in the customer's world and get to know their struggles and triumphs inside out.

Dane Brookes

To me everything in business boils down to this: do you genuinely care about your customers - or just their cash?

Rasheed Ogunlaru

It takes just a step to meet a potential customer!

Ernest Agyemang Yeboah

Whether you smile to make a great first impression for customer service, building rapport, communicating your intentions, networking, sharing your happiness, closing deals, or demonstrating you are fully present and engaged, smiling is the key to your success.

Susan C.Young

Smiling Bloopers•tInsincere smiling can backfire! (Different from a shy smile that just beckons a friendly "hello.")•tTransitioning from a smile to a straight face, too quickly, may give others the impression that you are fake or do not like them.•tGoing overboard and smiling all the time, especially when it is inappropriate, will make you appear insincere.•tIf your mouth smiles, but your eyes don’t, there is a disconnect that can make you appear less authentic and trustworthy.

Susan C.Young

Poise: a graceful and elegant bearing in person; a composure of dignity and manner.Postures: the position of a person’s body when standing, sitting, or walking; carriage, bearing, and stance.Gestures: moving parts of your body to express an idea, opinion, emotion, or meaning.“Poise confirms purpose. Postures portray personality. Gestures express emotions. Your poise, postures, and gestures make a powerful statement about who you are and how you feel about yourself. This dynamic trio speaks volumes about you.

Susan C.Young

How do you enter a room? How do you walk into a job interview? How do you approach a sales prospect for the first time? Accomplished leaders know that the way they make an entrance can project their confidence and set the tone for their interaction with others. Use your poise, postures, and gestures to make it grand.

Susan C.Young

Your poise, postures, and gestures are the physical manifestations of your attitudes, perceptions, belief systems, self-esteem, feelings, and engagement. Be sure to know if they are working well or hindering the actualization of your potential. Being the architect for your habitual patterns of non-verbal language, you have the power to change any of it at any time.

Susan C.Young

ASK YOURSELF: Do you appear self-confident or unsure? Do you project a calm demeanor or scream instability? Do you come across as a leader or try to stay invisible? Do you walk with purpose and intention or doubt and trepidation? Do you look vibrant and energetic, or stressed out and overwhelmed?

Susan C.Young

Since non-verbal signals have five times the impact of verbal signals, paying attention to the image you are projecting is crucial to your first impressions.

Susan C.Young

It has been said that poise is our highest state of consciousness. It reflects your presence, composure, balance, gratitude, discretion, and self-respect. Whether a man or a woman, a poised person carries within themselves an elegant air of dignity and grace. Their personal brand is polished and purposeful.

Susan C.Young

Poised Positioning•tBe mindful of how you use your body to communicate.•tBe fully present in the moment.•tBe thoughtful and gracious in your actions.•tBe fluid and elegant in your movements.•tExpress flow—walk in freedom and spontaneity.•tDevelop an unshakeable sense of authentic inner confidence and certainty.•tDevelop a deep respect for others.•tMove slower and more deliberately.•tWalk in integrity, class, and modesty.•tSmile kindly and laugh softly.•tBecome a student of manners and etiquette.

Susan C.Young

In years gone by, particularly in the East and the South, ladies would attend charm school to learn how to elegantly stand, sit, dance, and walk. Even today, there are "Cotillion" classes for young people to learn how to carry themselves with dignity and use proper social graces. I don't mind sounding old-fashioned because these culturally rich rituals lay a firm foundation for the appropriate behaviors and excellent manners necessary for a positive impression. Embracing a tried and true tradition can sometimes be beneficial. Let's avoid the awkward, embarrassing, and unsophisticated ways we see all too often.

Susan C.Young

9 Reasons Why Improving Your Posture is ImportantBy projecting strength and excellence in your physical presence, you will. . . 1.tLook better and feel better.2.tAppear, and be, more fit and healthy.3.tPowerfully influence your mindset.4.tAppear more confident, self-assured, and competent.5.tCarry yourself with more purpose and intention.6.tBreathe deeper and get more oxygen in your body, which will improve your energy and health.7.tReduce or prevent back pain and muscle tension.8.tImprove productivity by energizing your physiology.9.tMake a significantly more positive impression.

Susan C.Young

Proper posture conveys that you are ready to take command and master new situations. When you project this level of confidence, you will instill confidence in others.

Susan C.Young

12 Ways to Improve & Project Confident Posture1.tGo people watching. Note how you interpret the different postures you observe. This will expand your awareness of how posture impacts first impressions and will help you become more aware of yours.2.tStand in front of a mirror to see what other people are seeing. Are your shoulders level? Are your hips level? Do you appear aligned? Are you projecting confidence or timidity?3.tTake posture pictures to provide you with points of reference and a baseline over time. Look at past photos of yourself.4.tStand with your back against a wall and align your spine.5.tEvenly balance on both feet, spaced hip-width apart.6.tTake yoga or Pilates classes to strengthen your core muscles, improve flexibility, and balance, all which support your posture.7.tConsciously pull your shoulders back, stand erect with chin held high.8.tPractice tucking in your stomach, pulling your shoulders back, raising your chin, and looking straight ahead.9.tSit up straight without being rigid.10.tEnter a room like you belong there or own it.11.tStand with an open stance to be welcoming and approachable.12.tAngle your body towards the person to whom you are speaking. Angling your body away may signify that you are indifferent, fearful, putting up a barrier, or trying to get away from them.

Susan C.Young

The next time you have a high-stakes meeting, a presentation, or an important social engagement, practice power posing beforehand to potently and powerfully impact your confidence.

Susan C.Young

Poor Posture Promotes . . . In addition to sabotaging people’s perceptions and impressions of you, poor posture can cause uncomfortable health issues:•tFatigue•tDiscomfort•tNeck and back pain•tMuscle imbalance•tHeadaches and body aches•tStructural changes to your body

Susan C.Young

Your handshake has the power to reveal your strength of character, make a promise, demonstrate your level of respect, exercise your etiquette, and represent your business acumen. Learning how to do it well will take you far in life and in business.

Susan C.Young

A strong handshake conveys confidence, clarity, strength, and intention. As with everything else in life, if it is overzealous, it may be seen as aggressive, arrogant, or dominating. A bone-crushing vice-grip is just plain obnoxious and one of the fastest ways to make someone angry.

Susan C.Young

What does a solid, comfortable, impressive handshake look and feel like? To deliver a great handshake . . . •tExtend your right hand out vertically at a comfortable waist level toward the person you are meeting.•tConnect hands with web to web contact made between the thumb and index finger. •tBe intentional and appropriate by showing mutual respect and teamwork.•tGently squeeze firmly enough to be confident, yet lightly enough to be gracious. Shake a few times for good measure.•tDiscreetly rotate your wrist so that your hand is slightly on top of theirs when you want to subconsciously convey self-assurance.•tMake eye contact and smile to show sincerity. Throw in an acknowledging head nod for good measure. Avoiding eye contact may be interpreted that you are not attentive or have something to hide.•tIntroduce yourself and when they share their name, repeat it back to them to help you remember it. “It is nice to meet you John.”•tWhen in doubt, mirror their handshake to adapt to what makes them feel comfortable. Customize accordingly to the gender, age, position, personality, and culture of the person you are meeting.

Susan C.Young

Have you decided to simply smile and nod to avoid a confrontation with someone who was being a jerk? Have you ever feigned agreement with your face to get along with others, even when you disagreed with their position? We all have. Your expressions of emotion can protect you at times in awkward situations, and when used with integrity. Test the waters by responding with an expression of curiosity or bewilderment when someone is acting inappropriately.

Susan C.Young

While smiling is a powerful facial gesture, there are other expressions on your face which reveal an extraordinary number of emotions. A body language of its own, people will read your facial messages and form opinions about you before you’ve even said a word.

Susan C.Young

Smiling is one of your most powerful non-verbal behaviors. People do read a book by its cover and these expressions provide glimpses into what they will find inside.

Susan C.Young

What are you projecting? How are you showing up? Are you aware of how your expressions are impacting your communication with others?

Susan C.Young

At any moment, you can use your face to open doors of opportunity if it demonstrates interest, enthusiasm, respect, understanding, delight, agreement, and more.

Susan C.Young

Look at the single words below; wear these emotions on your face for just a moment. Try them on for size and note how they make you feel:Happiness. Fear. Anger. Sadness. Contempt. Surprise. Disgust.These are the basic human emotions which communicate with clear understanding across cultures, languages, and countries. In other words, a smile naturally conveys happiness and a frown naturally conveys sadness, no matter where you may be using your passport.

Susan C.Young

According to the “universality studies” conducted by psychologists Paul Ekman, Carroll Izard, and Friesen (1969-1972), the words Happiness. Fear. Anger. Sadness. Contempt. Surprise. Disgust.describe the natural expressions of emotion shared by the entire human race.

Susan C.Young

Beyond these universal expressions of emotion, there are hundreds of variations which are often a matter of choice, whether consciously or subconsciously. Most every facial movement is connected to an emotion that conveys your state of being and your attitude

Susan C.Young

It is through these facial expressions that we write and feel our life story, create lifelong social habits—through which we are received and perceived by a multitude of others. When you want to make a positive first impression, let your face know!

Susan C.Young

See Your Expressions Through the Eyes of Others. Take the initiative to stand in front of a mirror and practice a wide range of emotions so that you can see what other people are seeing. Video tape yourself and watch your movements and your expressions. You can pick up on clues to what you need to fix and where you could improve your presentation.

Susan C.Young

My friend Julie was cooking dinner in her kitchen one night. Her expression was blank as she stood alone working by herself. Her daughter walked in and gasped, “Mom! What’s wrong?” She said “Nothing. I’m fine.” In response, her daughter added, “Then tell your face! You scared me!” Emotional expressions can easily be misinterpreted when we are not aware of what people are seeing. Being deep in thought can look that way.

Susan C.Young

Be aware, putting on a poker face can backfire during your first impressions because it can make people uncomfortable and make you more difficult to read and harder to get to know.

Susan C.Young

When my son was a teenager, he would use the ‘poker face’ tactic when I was lecturing, nagging, or suggesting. As a parent, it was maddening because I could not read his reactions! His stoicism would sometimes deflate my efforts or make me surrender in laughter, changing the subject all together.

Susan C.Young

Well Hello Halo! It is human nature for us to make generalized judgments about a person using only a couple of traits. The "Expressivity Halo" Theory explains how we connect various personalities to specific facial expressions and assign assumptions about that person.

Susan C.Young

We are more likely to trust a person who is easier to read; they're easier to believe. Or we tend to think that an energetic and happy person will be more productive. Even traits such as competence, dominance, and courage can be conveyed by certain facial expressions and will stimulate unconscious bias.

Susan C.Young

ASK YOURSELF: Are your facial expressions in alignment with your true personality? Are they working on your behalf to project the best impression possible?

Susan C.Young

As a professional speaker, my facial expressions are essential for effectively telling stories, engaging audiences, fostering involvement, and connecting on a personal level. One day I decided to get Botox in my forehead to erase a few wrinkles and signs of aging. Much to my surprise and disappointment, I could no longer raise my eyebrows. My face was stuck in a heavy-browed expression, which is the polar-opposite of my joyful spirit and enthusiastic nature. It makes a funny story, but it taught me that authenticity wins over vanity any day!

Susan C.Young

In her book, Ask Outrageously! my friend Linda Swindling suggests to “Mimic the body language of the most powerful people you know. They stand up straight, make appropriate eye contact, and use gestures to convey their points. Look at their feet. Usually they are placed about shoulder-width apart. They have an open stance. They smile and nod when they agree.”Begin paying attention to the poise, postures, and gestures of the people whom you admire and respect the most. How do they carry themselves to project excellence? Adapting their behaviors may serve you well to enhance and improve your body language.

Susan C.Young

As a professional speaker, Susanne travels all over the country and practically lives on airplanes. One day as she entered security to board yet another flight, she was struck by the poise, posture, and gestures of the man in front of her in line. As a communications expert, she observed his excellent presentation with appreciation and awe.The gentleman was dressed impeccably in a crisp white shirt and well-fitted suit and he sported a new haircut. She watched him as he removed his flawless leather belt, his gold money clip, and well-polished shoes. (And of course, he had Listerine in a baggie to ensure fresh breath!) The care with which he dismantled was impressive. His poised and fluid movements were deliberate and respectful of his personal possessions. As he regrouped and proceeded down the concourse, she was struck by how his stance and carriage intrigued and impressed her. His projection of elegance created a presence of pride and dignity. He left a remarkable impression.

Susan C.Young

Social orientation can be used to your advantage to make a great first impression; however, it can also backfire when we violate the boundaries of someone else’s personal space. Awareness of space, orientation, and proximity is a powerful tool for your relationship toolbox.

Susan C.Young

Become aware of the physical distance and spatial orientation that you experience while in the company of others. Being empathetic and sensitive to a person’s physical comfort zone can have a huge effect on the way in which you are received and perceived.

Susan C.Young

I have a few friends who are confined to wheelchairs for access and mobility. I don't want to always be looking down at them while they are looking up at me. To enjoy a meaningful conversation, I’m quick to kneel beside them or pull up a chair to talk at the same height. Begin to recognize the orientation of other people and align yourself with their body position and physical needs so that you may connect on a more balanced and effective level.

Susan C.Young

The Warm Welcome of Hospitality. Walt Disney World is the epitome of world-class customer service. Employees must be hyper-vigilant of spatial orientation to engage, impress, and interact with guests. For simply being near a guest, employees are trained to:•tMake eye contact and smile.•tGreet and welcome each and every guest.•tSeek out guest contact.•tProvide immediate service recovery.•tAlways display appropriate body language.•tPreserve the “magical” guest experience.•tThank each guest and demonstrate that appreciation.

Susan C.Young

Many hospitality companies follow the "5 and 10 Rule," whereby when a customer is within ten feet of the employee, they should provide acknowledgement with eye contact and a genuine smile. When the customer is within five feet, it is encouraged to provide a warm welcome, sincere greeting, a friendly gesture, and offer to help, or to engage him or her in conversation.

Susan C.Young

In the legend of Camelot, King Arthur gave consideration as to how his knights might be positioned spatially to impart a message of power and status. He decided they would have their meetings at a round table, which meant that they were all considered equal and there was no “head of the table.” He built a league based on equality and mutual respect to unify and fortify the power of teamwork.

Susan C.Young

When you are sitting behind a desk with a person on the other side, there is a barrier between you that becomes a psychological and subliminal message. Some of the best leaders I know have a round table or a circle of chairs in their offices so that when people come in to speak with them, the arrangement lends itself to more engaging interaction. Using a roundtable in which there is no head fosters collaboration, cooperation, mutual respect, and equal positioning.

Susan C.Young

When having lunch or dinner at a long rectangular table, I prefer to take a middle chair so that I can turn to my left or to my right to make meaningful conversation with the people in attendance. When I have been seated at the very end, it can prove to be difficult to speak, hear, and connect with everyone there. Think ahead, and whenever possible, put yourself in the middle of the action!

Susan C.Young

Proxemics is the study of human use of space and the effects that population density has on behavior, social interaction, and communication. Imagine invisible bubbles around every person that provides each of us with comfort zones for social engagement and interaction.

Susan C.Young

In 1966, American anthropologist Edward T. Hall specified four distinct distance zones to describe the perception of physical space around us. Understanding these zones and honoring their invisible boundaries will give you a sixth sense about another person’s “space” as well as your own.Intimate Zone (less than 2’) —This zone represents our personal space and is reserved for the most trusted and loved people in our lives. Touching, hugging, standing side by side, and engaging in private conversations is common and encouraged. When an interloper violates this personal space, great discomfort and awkwardness can be created. What to do? Take a step back or sideways.Personal Zone (2’-4’) —This is the distance for interaction with good friends, family, social gatherings, or parties. It's an easy and relaxed space for talking, shaking hands, gesturing, laughing and making faces. Social Zone (4’-12') —This zone seems to be an appropriate distance for casual friends, colleagues, and acquaintances to interact. It is the comfortable distance we maintain while interacting or addressing large groups of people.Public Zone (over 12’) —This is the distance we keep from strangers or persons with little acquaintance. It provides the greatest distance between people. This is a safe space that still allows us to experience community and belonging with new people.

Susan C.Young

As you seek new opportunities to make favorable first impressions, be ever aware of the subtle effect that physical positioning and distance/closeness can have on your interactions with others and use this understanding to your advantage.

Susan C.Young

As you navigate the various zones with people, a variety of specific physical and psychological responses is elicited from them. Until you know someone, avoid invading his or her personal space. Getting closer gradually demonstrates that you like the other person. This gradual and comfortable approach begins the circle of rapport—he sees that you like him, he likes that you like him, and he reciprocates by liking you back.

Susan C.Young

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Customer Service Quotes

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