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.

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. 

 

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.

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. 

What's Your Personality? - Teri's Tip #36

Hippocrates defined four basic personality styles of human behavior and these have not changed over time, even though the names for them have.  While no human is 100% one style, we tend to have a primary style and a backup style.  The four styles using the DiSC profile and their main focus are:

Dominant - get the job done
Influence - have fun while getting the job done
Steadiness - peace and harmony among the work group
Conscientiousness - get the job done right

If you know what you are and then learn to read those you interact with, you can build much better relationships by adapting your style to theirs while working with them.  We all tend to like people who are more like ourselves. 

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 34,000 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.

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 #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.