New Zealand Quality Service Awards

86 2025 Q U A L I T Y S E R V I C E AWA R D S www.qualityserviceawards.co.nz QUOTABLE QUOTES ★ ★ ★ 2 0 2 5 • V o t e d b y N e w Z e a l a n d e r s • 2 0 2 5 ★ ★ ★ ★ ★ ★ 2 0 b a 2 5 ★ ★ ★ Proactive support for me is about getting ahead of technical issues, breakdowns, issues that you have identified – and then reaching out to customers to let them know: hey, here’s what’s going on and here’s what we’re doing about it. Annette Franz, founder and CEO of CX Journey “Everyone wants to know why customer service has gone to hell in a hand basket . I want to know why customer behaviour has gone to hell in a hand basket.” Brené Brown, research professor “IN THE OLD WORLD, YOU DEVOTED 30% OF YOUR TIME TO BUILDING A GREAT SERVICE AND 70% OF YOUR TIME TO SHOUTING ABOUT IT. IN THE NEWWORLD, THAT INVERTS.” Jeff Bezos, Amazon founder “An effective customer service strategy is the one which will never stop learning more about your customers.” Pooja Agnihotri, business educator “No customer walks into your business, gives you money and then says, ‘Dissatisfy me, please.’” Bill Quiseng, customer service expert “I do have very high customer service standards – I’d send back sushi because it’s too fishy.” Greg McHugh, actor “Many companies expect loyal customerswithout providing loyal service. This has been the visionary failure of countless corporations.” Steve Maraboli, author