Apr 28, 2011

Mirror, Mirror on the Wall.... - Teri's Tip #43

Remember the fairy tale line:  "Mirror, Mirror on the Wall, who's the fairest of them all?"  Try putting a mirror in your reception area somewhere or area where customers voice their complaints.  When they glance in the mirror and see their angy profile, they will more than likely soften, because no one wants to see themselves with a scowling, scrunched up, ugly face.

Giving excellent customer service is much easier when the person with a complaint is more relaxed and not so emotional. 

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.

Apr 19, 2011

A Name is a Name - Teri's Tip #42

A name is just a name, unless its your name!  Over seventy years ago, Dale Carnegie wrote the best seller "How to Win Friends and Influence People".  It was translated into 28 different languages for countless thousands of readers.

One secret he shares is that the average man is more interested in his own name than he is in all the other names on earth put together.  Remember that name and call it easily and you have paid him a subtle and very effective compliment. 

Forget it or misspell it - and you have placed yourself at a sharp disadvantage.

This is great advice that has not changed over time.  In fact, in today's fast technological world, people who remember someone's name, are cherished.  Excellent customer service doesn't have to be complex. 

Apr 12, 2011

Resolving Team Conflicts- Teri's Tip #41

5 STEPS TO RESOLVING CONFLICTS WITHIN YOUR TEAM
1. Give description of the situation or issue
2. Explain the impact on results
3. Have an open discussion on team member's thoughts and reactions
4. Request suggestions on ways to proceed
5. Gain agreement on next steps


Conflict within a team, stunts productivity and creativity.  It also affect customer service to other departments and external customers.   It is best to nip it in the bud early.
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.

Apr 6, 2011

Lens of the Customer - Teri's Tip #40

Looking through the lens of the customer makes the customer feel they are being watched out for and important.  Its very simple to do - two steps:
1.  Read the emotion
2.  Meet the need

Last week at a Magic basketball game, my husband and I entered the huge entry area with lights flashing, escalators going in all directions, music blaring and were immediately overwhemed by it all.  A staff member obviously read our faces and approached us first by saying:  "Are you looking for your seats?"  Obviously, she had been trained to read emotions and be the first to respond whether than waiting for us to have to walk up to her and ask "where are our seats?"

It's a small detail, but a big one if done consistently.

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.