Sarah Hatter > Quotes

“It’s simple: Happy customers reward you with their loyalty. Exceptional customer service converts into customer loyalty. It converts into raving fans who will praise your team on Twitter, and Facebook, and talk about their experience over lunch with friends. There is no greater marketing for your product than happy, surprised, raving fans, and no reason you can’t start now.”
― Sarah Hatter, The Customer Support Handbook: How to Create the Ultimate Customer Experience For Your Brand

“We’re still craving the old corner store and the proprietor who knows our name. We’re wowed by personalization, and we know when something is a cut-and-paste reply. We tell our friends when a big company is friendly and thoughtful. We really just want the person on the other end of the phone to apologize sincerely for the trouble we’re having and empathize with our annoyance.”
― Sarah Hatter, The Customer Support Handbook: How to Create the Ultimate Customer Experience For Your Brand

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” ― Jeff Bezos”
― Sarah Hatter, The Customer Support Handbook: How to Create the Ultimate Customer Experience For Your Brand

“Empathy is at the core of understanding. Empathy doesn’t entail that “100% guarantee that I can fix your problem!” I would argue empathy is even better than that. It sets the tone for an honest discussion, whereby the customers know they will be heard. By simply listening to our customers and not necessarily solving their problem 100% of the time on the spot, we can create a completely different type of relationship with them.”
― Sarah Hatter, The Customer Support Handbook: How to Create the Ultimate Customer Experience For Your Brand