Characteristics:
- a willingness to discover opportunities to exceed the customer's expectations
- sincerity
- a friendly smile (even over the phone)
- using the person's last name (unless customer indicates otherwise)
- a neat appearance
- proper use of the language
- exceptional listening skills (attentiveness)
- a relaxed and natural tone of voice
- appropriate eye contact
- clear communication at the customer's comprehension level
- knowledge about the product or service
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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