Serving the People Who Serve the People! 

Customer Service 
Principles 


Customer Service 
Our business is not what we do, it’s who we serve 
4 key principles of exceptional customer service (Bob Farrell “Give ‘em the Pickle”) 
Service – make serving others your number 1 priority; customer service is a high 
calling, be proud of what you do. 
Attitude – choose your attitude, how you think about your customers is how you will 
treat them. 
Consistency – set high standards and stick to them. 
Teamwork – look for ways to make each other look good. 
Universal Service Rules (Three Service Rules: The Golden Rule, Platinum Rule and 
Double Platinum Rule by: Bryan K. Williams, June 2007) 

Golden Rule – Treat others the way you want to be treated (heightens your 
empathy). 
Platinum Rule – Treat others the way they want to be treated (encourages a 
keen focus on your customer’s expectations). 
Double Platinum Rule – Treat others the way they don’t even know they want 
to be treated (challenges you to consistently think of ways to exceed your 
customer’s expectations). 

To learn more about choosing the attitude of customer service, please 
attend our workshop Customer Service: Serving the Commonwealth and see 
our Course Catalog. 


Governmental Services Center 

@ Kentucky State University Phone: 502-564-8170 
Julian Carroll Academic Fax: 502-564-2732 
Services Building, 4th Fl http://personnel.ky.gov/gsc 
400 E. Main St 
Frankfort, KY 40601