There are some people who consistently never complete their tasks on-time. This holds everyone else up and creates discontent among those who are waiting for the work of this person in order to do their job. Management's action must be to determine why the person is chronically missing the deadlines: is it lack of urgency and giving it their all or are they overburdened and incapable of completing all their assigned work?
Quality is conformance to requirements and deadlines are a requirement. Action: Sit down with the deadline dodger, together set realistic requirements, get agreement to the requirements, make sure the process is capable of meeting the requirements, and then hold the individual accountable.
Excellent customer service starts with Quality.
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.
Mar 22, 2011
Mar 9, 2011
Complainers are Drainers - Teri's Tip #38
Complainers sap the energy out of everyone around them. And if the complaint resonates with those around them, the complainer becomes the center of attention. This refocuses the work of the group and productivity suffers as others start to join in and the complaints keep growing. The complaint train can spin out of control very quickly. Customers don't like to hear employees complaining about their boss, co-workers, long hours, etc. It ruins their experience.
How to stop the complainers: ask them to come up with a solution to the issue. Get them involved in the situation surrounding the issue so they have more complete knowledge and then turn them into problem solvers vs. problem announcers.
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.
How to stop the complainers: ask them to come up with a solution to the issue. Get them involved in the situation surrounding the issue so they have more complete knowledge and then turn them into problem solvers vs. problem announcers.
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.
Mar 3, 2011
Keeping Fresh on Customer Service - Teri's Tip #37
Today's tip is to go check out Extraordinary Customer Service to see what's being offered in video's, webinars, articles that you can use to keep customer service on top of mind for everyone.
Training is an investment that will pay off.
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.
Training is an investment that will pay off.
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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