- Appearance - first impressions last a long time
- Attitude - a learned behaviour, make it positive
- Friendliness - be generous
- Impression - make the customer return by making an impression
- Responsibility - take action, exceed customers' expectations
- Commitment - my pledge to service and teamwork
- Teamwork - my actions effect everyone in my organisation
- Communication - active listening and positive responses
- Service - my personal commitment to making a difference
- Personal excellence - I believe in my ability to make a difference
It's not just me who thinks customer service is broken - Seth Godin's written a lot about the subject.