Sep 28, 2011

Don't Tolerate Low Performance

"Intolerable service exists, when intolerable service is tolerated".  You can't tolerate low performance.  Everyone must be held accountable for adhering to the same service standards.  By letting one person slide, you send the message that its okay to not live up to the performance guidelines and one-by-one, others will start to slip too.  Take swift action when a service standard is not met.  Keep the focus on the standard and why it is important to be met each and everytime, not the person.

Those that always are striving to adhere to the standards will respect and appreciate that you are seriously meaning what you say. 

Sep 20, 2011

It's "No Problem" - Teri's Tip #55


Responding to a customer's request with the phrase "no problem", while you are saying it isn't a problem, still implies the customer really is causing a problem. The customer is giving their business to you, so your business should be ready and prepared to deal with all kinds of requests and none should be considered a "problem".

The better response would be a simple "yes" or "its my pleasure".

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.