Teri's Tip # 17

When things go wrong, the first question should not be "Who messed up?"  The question to be asked is:  "What went wrong in the process and how can we make sure it won't happen again?"  Quality and continuous improvement drives the organization to not repeat the same error over and over again.

Great customer service doesn't want to disappoint one customer.

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Teri's Tip #16

Listening to customers helps to understand their needs better.  Through active listening, a business can determine how they can best help the customer.  Listening makes customers feel important and leaves them with the feeling that you care.  It keeps them coming back.  http://bit.ly/aCAxVK

Three steps to Active Listening:
1.  Focus
2.  Acknowledge
3.  Rephrase


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Teri's Tip #15

Using energy and enthusiasm in your voice communicates confidence.  Confidance translates into TRUST for your customers.  Customers want to hear someone who is speaking in a voice that sounds strong.  Put more effort into your voice tone, inflection and level especially over the phone. 

Remember, it's the little things that make a difference in delivering excellent customer service.



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Teri's Tip #14

Raving customers are potential referrals for your business.  Three simple steps:

1.  Listen and make certain you both agree on what the customer really wants
2.  Deliver what was promised
3.  Create an experience in the delivery that makes the customer feel important and special.

Read more at http://teriyanovitch.blogspot.com/


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