1. Give them lollipops (and money) By Christine Halvorson{

2. My credentials { but 3. Practice Beginners Mind{ 4. I need to be open to theirneeds and their level of understanding of the situation I need to serve their needs eagerly, and I need to assume nothing nopreconceived notions. 5. Are you practicing What would you Beginners do for Tyler? Mindor 6. Are you listening? 7. Are you really listening withgenuine interest? 8. Top 25 skills for good customer service 9. Thanks to the Internet and instant gratification, customers have Heightened Expectations 10. In a study of 14,000 bank customers, 55 percent of respondents indicated they would leave a particular bank if they experienced poor customer service. Source: http://www.conferoinc.com/blog/entry/june-2011-low-hanging-fruit-these-statsshow-opportunities-to-best-the/ 11. In other word banking customers wil drop you in a minute if they see something better elsewhere 12. [financial services] need to be] keenly attuned to what their customers need and want, change their services accordingly, and then they need to provide excellent customer service along the way. Source: http://www.in.capgemini.com/insights_and_resources/news/while-majority-ofbanking-customers-satisfied/ 13. Surprise and delight: The Zappos Model 14. ource ttp://consumerist.com/ 011/01/zapposustomer-service-repsndness-warms-our-sent flowers to a woman who ordered six different pairs of shoe because her feet were damaged b 15. Surprise and delight:customer service rep physically went to a rival shoe store to get a specific pair of shoes for a woman when Zappos ran out of stock. 16. Surprise and delight:overnighted a free --free! -- pair of shoes to a best man who had arrived a wedding shoeless. 17. Surprise and delight:paid the tolls on the Massachusetts Turnpike one day 18. Q: What keeps customers?A: Customers' perception that [the company] does what's best for them, not the company 19. Rose 20. What keeps customers? It is builtinteraction by interaction through exceptional customer service 21. What will make your members write songs about you?