Aug 30, 2011

3 Tips from Nordstroms's - Teri's Tip #54

Based on a recent experience with Nordstrom's, here are 3 tips that made me, the customer, feel special:

1.  The clerk asked for my name, shared her name, and then used my name throughout the shopping experience even though she helped others while I was trying on things.  She remembered it.

2.  The clerk walked around the counter to hand me my purchased items vs. handing them over the counter.  It was much more personal, plus she shook my hand and thanked me.

3.  I wasn't badgered by other clerks wanting to help, but felt I was sincerely approached by them and when told I wasn't interested at the moment, didn't feel like they sulked off. 

Remember, its the little things people will remember.  And I will go back!

www.retainloyalcustomes.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.

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

Aug 16, 2011

Positive Reinforcement - Teri's Tip #53

Imagine how much more positive and productive our workplaces would be if, every time a negative attitude or behavior was observed, someone would address that employee by saying, "I'm sorry, but we don't allow that sort of behavior in this organization."

This is not being mean or personal, it is simply identifying the negative behavior that is not part of the company culture.  The focus must stay on the behavior and not the person.

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.


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. 

Aug 4, 2011

Look in the Mirror - Teri's Tip #52

"Take a look at yourself - the man in the mirror", so goes the Michael Jackson lyrics.  How can that be a customer service tip?  Have you ever noticed how you look when you are just standing around?  Some people carry a scowl on their faces when they are relaxed, others look bored, and others look sad.  People watch you even when you think they aren't.

Be aware of your facial expressions.  Take a look in the mirror at your face when you aren't smiling or talking - do you like what you see?  What is the message you are sending? Everything Speaks!  Remember you can create an impression even when others are not actively engaged with you, so be aware and make sure the face they see, is the face of the person you want them to see.

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.


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.