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Delivering Knock Your Socks Off Service, 5th Edition by John BUSH, PERFORMANCE RESEARCH ASSOCIATES

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1The Only Unbreakable Rule:To the Customer, You Are the Company

“Customer relations is an integral part of your job—not an extension of it.”

—William B. Martin

Quality Customer Service

Customers don’t distinguish between you and the organization you work for. Nor should they. To your customer’s way of thinking, you are the company.

Customers don’t know how things get done behind doors or from the ends of the fingers that send company Tweets, Facebook posts, or e-mails. They don’t know your areas of responsibility, your job description, or what you personally can and cannot do for them. And they don’t care. To customers, those things are your business, not theirs.

Their attitude and focus is clear and straightforward: “Help me with this purchase, ...

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