World-Class Courtesy - Teri's Tip #50

World-Class Courtesy: Using exceptional manners, as interpreted from the customer's perspective, to exceed the expectations of the customer.

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.  

HOW to WOW - Teri's Tip #30

What does it take to Wow a customer?  In addition, of course, to giving them what you promised, it takes two things:
1.  Treat each customer as an individual
2.  Pay attention to the details 

By treating each customer individually, it shows you notice and care about them. Actively listening and looking through their lens helps you to deliver the WOW service your competition doesn't. They are not just another number or transaction to your business.  By paying attention to the details, you can find a way to exceed their expectations.  For example just this week, a Rollins College IT employee paid attention to the details of my laptop problem when I was instructing a workshop.  Not only did he tell me what was wrong with my laptop, but also took the time to find the phone number of the computer manufacturer so I wouldn't have to look it up.  Small detail, but much appreciated for the time it saved me in tracking that piece of information! 

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.

Teri's Tip #16

Listening to customers helps to understand their needs better.  Through active listening, a business can determine how they can best help the customer.  Listening makes customers feel important and leaves them with the feeling that you care.  It keeps them coming back.  http://bit.ly/aCAxVK

Three steps to Active Listening:
1.  Focus
2.  Acknowledge
3.  Rephrase


http://www.retainloyalcustomers.com/

Teri's Tip #8

There's nothing more genuine than actively listening to your customer.  It is the highest form of recognition you can give another human being.

Three simple steps to Actively Listen:
1.  Focus on the customer
2.  Acknowledge
3.  Paraphrase back in your own words


http://www.retainloyalcustomers.com/