Customer Service Principles and Expectations

The video emphasizes the importance of customers in business, highlighting that they are not interruptions but the purpose of the work. It stresses that serving customers is an opportunity, not a favor, and that businesses depend on customers, not the other way around. Customers are individuals with emotions and should not be argued with. Instead, businesses should focus on meeting their needs and exceeding expectations. For more information, viewers are directed to visit the FEMA website.

Why is the customer considered the most important person in a business?

• Because they are a cold statistic.

• Because they are the purpose of our work.

• Because they are an interruption to our work.

• Because they are dependent on us.

What is the relationship between the business and the customer?

• The customer is dependent on the business.

• The customer is a statistic for the business.

• The business is independent of the customer.

• The business and the customer are mutually dependent.

How should businesses view their customers?

• As opportunities to serve.

• As cold statistics.

• As interruptions to be managed.

• As arguments to be won.

What is the ultimate goal when dealing with customer needs?

• To provide just good enough service.

• To meet their expectations and excite them.

• To argue with them.

• To treat them as statistics.

What is expected from businesses in terms of service quality?

• Good is sufficient.

• Better is expected.

• Average is the goal.

• Mediocre is acceptable.