There are words and phrases that tend to incite more frustration and anger with the customer than other words and phrases. Below are two ways to say the same thing, but the Calming Phrases are a much better way.
TRIGGER CALMING
I can’t Here’s what I can do
Let me transfer you Let me connect you
I don't know I will find out
No Let’s look at our options
You should have I appreciate why you
The only thing we can do I believe the best option
You have to Let’s do this first….then
It is always important to look through the lens of the customer and ensure you are customer focused to read their emotions and appropriately choose your wording.
http://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.
Looking for a speaker or workshop to improve and enhance your customer service?
Contact Teri at: ty@retainloyalcustomers.com
Oct 18, 2010
Consistent and Insistent - Teri's Tip #22
As a manager, you must be consistent with your employees in holding them accountable for excellent customer service behaviors. As a customer, you must be insistent in receiving excellent customer service delivery from the employees of the business you are interacting.
Competent and confident in knowledge, plus accuracy, availability, partnership and advice will delight your customers.
http://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.
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
Competent and confident in knowledge, plus accuracy, availability, partnership and advice will delight your customers.
http://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.
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
Oct 11, 2010
Key Customer Expectations - Teri's Tip #21
There are four key customer expectations in doing business with your organization:
Customers want you to be accurate.
Customers want you to be available.
Customers want to feel they are in a partnership with you.
Customers appreciate advice.
Competent and confident employees will help you accomplish all four.
http://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.
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.
Customers want you to be accurate.
Customers want you to be available.
Customers want to feel they are in a partnership with you.
Customers appreciate advice.
Competent and confident employees will help you accomplish all four.
http://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.
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.
Oct 5, 2010
5 Well-Remembered Values
Philip Crosby, one of the leading gurus in quality improvement, took me to breakfast when he hired me in 1983 and during the meal gave me a gift. The gift was a wooden box with a Cross pen inserted. Engraved on the box was the word ADEPT. He explained the meaning of the acronym:
A is for Accuracy
D is for Discreet
E is for Enthusiasm
P is for Productive
T is for Thrifty.
He expected each of his employees to display these values. 25 years later, I remember them. Read more at:
http://teriyanovitch.blogspot.com/2010/10/phil-crosby-breakfast-of-values.html
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.
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. Her website is: http://www.retainloyalcustomers.com/
A is for Accuracy
D is for Discreet
E is for Enthusiasm
P is for Productive
T is for Thrifty.
He expected each of his employees to display these values. 25 years later, I remember them. Read more at:
http://teriyanovitch.blogspot.com/2010/10/phil-crosby-breakfast-of-values.html
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.
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. Her website is: http://www.retainloyalcustomers.com/
Subscribe to:
Posts (Atom)
