When things go wrong, what is the typical first question that is posed? "Who screwed up?" Pointing fingers is a big mistake. It only causes people to become defensive, protect their territory and take you longer to get at the root cause of what is causing the problem.
Therefore, when things go wrong, ask the question "what went wrong in the process?" 80% of the time, the problem is within the process and only 20% of the time is it a person who is at fault. What this creates is a culture of continuous improvement.
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.
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
Jan 25, 2011
Jan 18, 2011
Viscious Voicemail - Teri's Tip #31
Refrain from sending out the viscious email or leaving a scathing voicemail when you are angry. These critiques seem even more biting when delivered in this manner. And remember, these types of communication can last forever and be replayed over and over.
If you are angry with the person or have a conflict, then handle in person if at all possible. By watching for facial expressions and body language or listening for inflections in the voice tone, you can make sure your words are not misinterpreted. Hopefully, the purpose of your discussion is to be constructive and be able to progress to ways to improve the situation. Great customer service starts internally.
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.
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.
If you are angry with the person or have a conflict, then handle in person if at all possible. By watching for facial expressions and body language or listening for inflections in the voice tone, you can make sure your words are not misinterpreted. Hopefully, the purpose of your discussion is to be constructive and be able to progress to ways to improve the situation. Great customer service starts internally.
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.
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.
Jan 7, 2011
HOW to WOW - Teri's Tip #30
What does it take to Wow a customer? In addition, of course, to giving them what you promised, it takes two things:
1. Treat each customer as an individual
2. Pay attention to the details
By treating each customer individually, it shows you notice and care about them. Actively listening and looking through their lens helps you to deliver the WOW service your competition doesn't. They are not just another number or transaction to your business. By paying attention to the details, you can find a way to exceed their expectations. For example just this week, a Rollins College IT employee paid attention to the details of my laptop problem when I was instructing a workshop. Not only did he tell me what was wrong with my laptop, but also took the time to find the phone number of the computer manufacturer so I wouldn't have to look it up. Small detail, but much appreciated for the time it saved me in tracking that piece of information!
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.
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.
1. Treat each customer as an individual
2. Pay attention to the details
By treating each customer individually, it shows you notice and care about them. Actively listening and looking through their lens helps you to deliver the WOW service your competition doesn't. They are not just another number or transaction to your business. By paying attention to the details, you can find a way to exceed their expectations. For example just this week, a Rollins College IT employee paid attention to the details of my laptop problem when I was instructing a workshop. Not only did he tell me what was wrong with my laptop, but also took the time to find the phone number of the computer manufacturer so I wouldn't have to look it up. Small detail, but much appreciated for the time it saved me in tracking that piece of information!
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.
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.
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