A Customer’s Top Ten Sales & Customer Service Requirements

Quote of the Week

“Always render more and better service than is expected of you, no matter what your task may be.”

— Og Mandino

A Customer’s Top Ten Sales & Customer Service Requirements

by David Cottrell and Mark C. Layton

1. “Treat me with respect. I am a customer, not an account number.
2. Follow through on your commitments.
3. Communicate with me about both the good and the bad.
4. Talk to me without interruption.
5. Answer the phone quickly. . .and get back to me when you say you will.
6. Provide alternatives when we have a problem.
7. Allow me to talk to someone in authority when there is a problem.
8. Clearly state what I should expect from you.
9. Know everything about your products and services.
10. Be a customer advocate (Cottrell &Layton, 2006, p. 17).”


Reference: Cottrell, D. & Layton, M.C. (2006). Listen up! customer service: a guide to develop customer loyalty. Dallas: CornerStone Leadership Institute.

Reprinted with permission from the OSU Leadership Center, Ohio State University, Columbus, OH 43210, (614) 292-3114, http://leadershipcenter.osu.edu.

Coaching Call to Action

What are the expectations of your customers? Are you meeting them? Exceeding them? This week spend some time checking in with your customers to make sure you are providing the services that drive customer loyalty.