12 Commandments of Customer Service

Posted on October 3, 2011. Filed under: Kris Hernandez, NMLS #501058 |

“A lot of people have fancy things to say about customer service, including me, but it’s just a day-in, day-out, ongoing, never-ending, unremitting, persevering, compassionate type of activity.” –Leon Gorman, L.L. Bean

Good customer service and follow up are integral parts of any successful company.  Providing quality service has many benefits.  If complaints are solved quickly, they don’t become major problems.  If regular contact is made, you will know of personnel changes, new products, upcoming changes in the industry.

An average company loses 20% of their customers every year.  It’s easy to walk away when you don’t have a trusting relationship.  Good customer service and regular contacts cement the relationship.

12 Commandments of Customer Service

By David Lill, San Diego State University

 Customers are:

  1. The lifeblood of every business.
  2. The most important people in the business.
  3. Not dependent on us—we are dependent on them.
  4. Not cold, hard statistics.  They are flesh and blood with feelings and emotions.
  5. Doing us a favor when they call with a complaint or service request.
  6. Not an interruption of our work, they are the purpose of our work.
  7. The key components of our business, not outsiders.
  8. Deserving of the most courteous and attentive service we can give them.
  9. People who bring us their wants and needs.
  10. Not opponents to argue or match wits.
  11. To be considered economic assets.
  12. The ones who make it possible to pay your salary.

At Denmark State Bank we will never ask you to call a toll free 800 number-because we don’t have one.  We can answer your questions or solve any issues right here in Northeastern Wisconsin.  Community banking—it’s what we do every single day.

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One Response to “12 Commandments of Customer Service”

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This is so true of good customer service. I admire Denmark State Bank employees for their excellent customer service. I work with several different levels of customer service staff and have never come across one that is superior to your staff, hats off to you!!!!


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