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.