“It’s risky to underestimate the benefit of exceptional [customer] service; it’s equally risky to overestimate the level of customer service that you are currently providing.” Unknown
I often use this quote in the beginning of my customer-focus workshops to engage attendees on the impact of customer service in their organizations. Discussion is based on addressing these questions: Who defines quality customer service? How is it measured? To what degree is your company truly customer-centric? etc. 
Another approach to foster discussion and idea-exchange is to add the words “How do you …?” at the beginning of each of these customer-centric guidelines from Diana LaSalle:
- See who you are and what you offer through the customer’s eyes.
- Consider the well-being of the customer in all decisions.
- Train and trust employees to care for customers in the moment.
- Anticipate customers’ needs by continually striving to improve their experiences.
You can also use the following quotes as a springboard to talk about the importance of taking care of customers:
- “The easiest way to turn a service into an experience is to provide poor service – thus creating an memorable encounter of the unpleasant kind.” B. Joseph Pine II and James H. Gilmore, The Experience Economy
- “Customers care about the degree to which you respect and value their business … If you provide customers with clues that you don’t value their business, then all the customer satisfaction in the world won’t help you.” David C. Lineweber
- “Technology has evened quality; hardware is all the same. The difference is how you treat customers. If you treat them well, they’ll love your product. If you treat them poorly, they’ll find 100 things wrong.” Lee Iacocca
I welcome your favorite quotes and suggestions for using them in staff development.