Sometimes great customer service begins with a handshake. Here’s how to make the best impression:
1. Extend your right hand out and shake your customer’s hand firmly. Don’t entwine your fingers, shake their palm with fingers closed. Be careful not to squeeze too hard or too soft. Too hard and it looks like you are trying to be dominant, too weak and you appear wimpy.
2. Give eye contact and smile as you shake your customer’s hand.
3. After a couple of shakes, let their hand go as you begin your conversation.
At the end of your conversation, you may shake their hand again while telling them what a pleasure it was to meet them. If it has been a particularly engaging conversation and you believe they have thought so too, you may put your left hand on top of their hand briefly while shaking. This expresses a warmer relationship and you look forward to meeting or talking with them again.
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.
May 31, 2011
May 24, 2011
Price You Pay for Doing Things Wrong - Teri's Tip #45
Whenever something is not done right the first time, there is a price. To calculate that price, add up the time that was spent to talk to the customer when they brought it to your attention, add up the time it takes someone to resolve it, add up any new material or product replacement costs and .... make sure you calculate the time using the burdened rate of the employee's pay.
To take it one step further, calculate the number of times these things are done wrong in a week and multiply by 52 weeks for the annualized cost. You'll be amazed at how much even little errors cost your business! Don't stop there - now communicate this price to your employees so they are aware and then brainstorm together with them as to how to make sure things will always get done right the first time.
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.
To take it one step further, calculate the number of times these things are done wrong in a week and multiply by 52 weeks for the annualized cost. You'll be amazed at how much even little errors cost your business! Don't stop there - now communicate this price to your employees so they are aware and then brainstorm together with them as to how to make sure things will always get done right the first time.
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.
May 11, 2011
Tires Ain't Pretty - Teri's Tip #44
The commercial says "tires ain't pretty", but the service I received from Tire Kingdom in Altamonte Springs,Florida last week was "beautiful". The acronym ACT sums it all up.
A - Accurate work (did what they said they would do)
C - Complete (identified my brake pads they were almost metal to metal that needed replacing)
T - Timely (completed the job when they said they would.)
Remember this phrase no matter what kind of service or product you provide your customer and sometimes its just the basics that end up WOWing the customer these days.
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.
A - Accurate work (did what they said they would do)
C - Complete (identified my brake pads they were almost metal to metal that needed replacing)
T - Timely (completed the job when they said they would.)
Remember this phrase no matter what kind of service or product you provide your customer and sometimes its just the basics that end up WOWing the customer these days.
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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