C.U.S. technique

CUS is an acronym that stands for:

I’m concerned….

I feel uncomfortable…

I feel scared….

It originated as a technique for staff to use with physicians as a way to

express their level of disagreement or discomfort with an action or inaction affecting patient safety.  


Try using it in your business or organization - it can work anywhere:

“Tell me what concerns do you have about this new phone?

“I want you to be comfortable as possible, tell me is there anything about the phone that makes you uncomfortable?”

“I want to do all I can to ease your mind.  Is there anything that is making you feel anxious about this purchase – please tell me?

www.retainloyalcustomers.com

 Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within  an organization.  Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success.  Through her presentations, workshops  and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.

Contact Teri at ty@retainloyalcustomers.com

Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees.  Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.  

Be On Time

Customers don't like to wait beyond the scheduled timeframe.  If you tell a customer you will deliver something to their home between a timefram - then make sure you can DO IT!  70% of adults surveyed by TOA Technologies regarding time spent waiting for in-home services and appointments said they would recommend a company simply because the representative was on time.  That dropped to 43% who would recommend a company if they have to wait an extra 15 minutes for someone to show up. 

Reason given for the huge drop in percentage for recommendations:  customers think compannies who aren't showing up on time is because they "don't care about my time."  Customer referrals are as good as it gets.  You are losing a huge opportunity for not showing up when promised. 

 Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within  an organization.  Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success.  Through her presentations, workshops  and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.

Contact Teri at ty@retainloyalcustomers.com

Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees.  Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book. 

www.retainloyalcustomers.com

VIP Acronym Change - Teri's Tip #60

We've all heard the acronym VIP before.  He's a VIP, she's a VIP.  It has traditionally stood for Very Important Person. 

My suggestion is that you change it to stand for Very Individual Person.  In today's world so many customers are made to feel like just another transaction or "next" in line.  Make them feel special.  Learn their name, look them in the eye.  You will make them feel important if you make them feel like an individual.

www.retainloyalcustomers.com

 Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within  an organization.  Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success.  Through her presentations, workshops  and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.

Contact Teri at ty@retainloyalcustomers.com

Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees.  Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book. 

Resolving Internal Team Conflict - Teri's Tip #59

Your customers don't care if there is internal strife and conflict among departments and teams.  All they care about is:  "did you give me what you promised and on-time?"  Therefore, it only hurts the people inside the organization when there is conflict and negative dynamics among each other.

Here are five steps the team/department leader can take to resolve those issues:
1.  Define the situation (be objective, don't place blame on anyone)
2.  State the impact of the conflict (poor image, late on meeting deadlines, miscommunications, etc.)
3.  Open the discussion for reactions (don't offer solutions at this point, just let team members vent, and share their thoughts/feelings on the issue)
4.  Ask for them to come up with a solution (this will get their buy-in and ownership)
5.  Get agreement on solution and set follow-up date (ask for confirmation by all members and determine date and time to meet again for status)

Excellent customer service starts with excellent internal customer service. 

www.retainloyalcustomers.com

 Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within  an organization.  Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success.  Through her presentations, workshops  and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.

Contact Teri at ty@retainloyalcustomers.com

Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees.  Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book. 

Rude Internal Service - Teri's Tip #58

It's not fair for actively engaged employees to come into a work environment where rudeness exists between co-workers, supervisors, and other departments.  It is the leader's role to create an environment that allows an employee to come in everyday and fulfill their highest potential in a supportive way.  The leader determines what behaviors are tolerated and what is expected. 

Culture starts at the top. 

Honesty Matters - Teri's Tip # 57

Everyone wants to make a buck these days, but by being dishonest about your product and services will never make you rich.  You might get the sale today, but the customers will never come back.

Trust comes from being consistently honest and delivering on the promises you make.  When a customer can trust you, they are more willing to recommend you to their friends and families.  The old adage "Honesty Pays" is true.

www.retainloyalcustomers.com

Don't Tolerate Low Performance

"Intolerable service exists, when intolerable service is tolerated".  You can't tolerate low performance.  Everyone must be held accountable for adhering to the same service standards.  By letting one person slide, you send the message that its okay to not live up to the performance guidelines and one-by-one, others will start to slip too.  Take swift action when a service standard is not met.  Keep the focus on the standard and why it is important to be met each and everytime, not the person.

Those that always are striving to adhere to the standards will respect and appreciate that you are seriously meaning what you say. 

It's "No Problem" - Teri's Tip #55

Responding to a customer's request with the phrase "no problem", while you are saying it isn't a problem, still implies the customer really is causing a problem. The customer is giving their business to you, so your business should be ready and prepared to deal with all kinds of requests and none should be considered a "problem".

The better response would be a simple "yes" or "its my pleasure".

www.retainloyalcustomers.com

 Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within  an organization.  Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success.  Through her presentations, workshops  and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.

Contact Teri at ty@retainloyalcustomers.com

Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees.  Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book. 

 

3 Tips from Nordstroms's - Teri's Tip #54

Based on a recent experience with Nordstrom's, here are 3 tips that made me, the customer, feel special:

1.  The clerk asked for my name, shared her name, and then used my name throughout the shopping experience even though she helped others while I was trying on things.  She remembered it.

2.  The clerk walked around the counter to hand me my purchased items vs. handing them over the counter.  It was much more personal, plus she shook my hand and thanked me.

3.  I wasn't badgered by other clerks wanting to help, but felt I was sincerely approached by them and when told I wasn't interested at the moment, didn't feel like they sulked off. 

Remember, its the little things people will remember.  And I will go back!

www.retainloyalcustomes.com

 Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within  an organization.  Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success.  Through her presentations, workshops  and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.

Contact Teri at ty@retainloyalcustomers.com

Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees.  Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book

Positive Reinforcement - Teri's Tip #53

Imagine how much more positive and productive our workplaces would be if, every time a negative attitude or behavior was observed, someone would address that employee by saying, "I'm sorry, but we don't allow that sort of behavior in this organization."

This is not being mean or personal, it is simply identifying the negative behavior that is not part of the company culture.  The focus must stay on the behavior and not the person.

www.retainloyalcustomers.com

Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within  an organization.  Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success.  Through her presentations, workshops  and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.

Contact Teri at ty@retainloyalcustomers.com

Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees.  Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.