1.

Proving the customer wrong is always wrong.

2.

It costs 5 times as much to gain a new customer as to look after an existing one.

3.

40% of customers who change suppliers, do so because they are dissatisfied with customer service.

4.

For every customer who complains, 26 do not - but would like to.

5.

The boss usually knows more about customer needs than more junior people.

6.

Price is always the most important thing in the customer’s mind.

7.

Companies with strong values tend to be best at customer service.

8.

Customer facing staff should be given the power to make small financial concessions.

9.

If customers' demands put strain upon the way we work, we should change the way we work.

10.

Service is a very valuable addition to the product.