Viscious Voicemail - Teri's Tip #31

Refrain from sending out the viscious email or leaving a scathing voicemail when you are angry.  These critiques seem even more biting when delivered in this manner.  And remember, these types of communication can last forever and be replayed over and over.

If you are angry with the person or have a conflict, then handle in person if at all possible.  By watching for facial expressions and body language or listening for inflections in the voice tone, you can make sure your words are not misinterpreted.  Hopefully, the purpose of your discussion is to be constructive and be able to progress to ways to improve the situation.  Great customer service starts internally. 

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 #13

Try customizing and incorporating Jet Blue's version of "Jetitude" into your employees' attitudes.  They usually hold the number one spot in customer service among the value airlines.  And they recently posted profit up 50% for second quarter 2010!

1.  Always be in the blue
2.  Be personal
3.  Attempt to solve a problem right away
4.  Be engaging
5.  Be thankful to every customer

Attitudes are contagious and can be passed along throughout the entire customer experience.  Read more
 http://bit.ly/cunq5x 


http://www.retainloyalcustomers.com/

Teri's Tip #3

Behaviors can affect attitude.  Don't let a bad attitude control how you behave.  Act in a positive manner (smile, for example)  and you'll be amazed at how it can change your mood.

 Customers don't care what kind of mood you are in, they only care about how you make them feel.