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.

6 Steps to Delivering Bad News - Teri's Tip #35

Delivering bad news is not pleasant or fun, but there are times when it must be done.  Here are six steps to follow when the situation requires you to be the bearer of bad news:


1.  Apologize for the situation and be sincere.
2.  Give a brief synopsis of the situation and then stop talking.
3.  Let the customer vent, while you actively listen.
4.  Ask the customer if they are ready to hear their options for the future.  (they may want others involved, they may want to process the bad news further, they may not be prepared to think of next actions and so you would be wasting their time and others at this point)
5. Explain options or alternatives, give advice if requested.
6. Apologize again and offer reassurances of the future if appropriate.

Applying good communication skills and being courteous will always pave the way for delivering bad news.

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.

Communicate Care - Teri's Tip #34

PHRASES TO COMMUNICATE UNDERSTANDING AND EMPATHY

• Thank you for bringing this to our attention…

• I know we can help you…

• You were good to catch this problem…

• I can understand what you are saying about the situation..
• Yes, I see your position…

• I initially felt just as you do about it…

• I want to help you…

• Quite a few people feel that way…

• It does seem like it could be interpreted that way....

Letting people know you care and are willing to look through their lens, can make all the difference between delivering a poor customer experience and a great customer experience.


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.