It's not fair for actively engaged employees to come into a work environment where rudeness exists between co-workers, supervisors, and other departments. It is the leader's role to create an environment that allows an employee to come in everyday and fulfill their highest potential in a supportive way. The leader determines what behaviors are tolerated and what is expected.
Culture starts at the top.
Showing posts with label culture of customer service. Show all posts
Showing posts with label culture of customer service. Show all posts
Oct 18, 2011
Aug 16, 2011
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
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.
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.
Aug 4, 2011
Look in the Mirror - Teri's Tip #52
"Take a look at yourself - the man in the mirror", so goes the Michael Jackson lyrics. How can that be a customer service tip? Have you ever noticed how you look when you are just standing around? Some people carry a scowl on their faces when they are relaxed, others look bored, and others look sad. People watch you even when you think they aren't.
Be aware of your facial expressions. Take a look in the mirror at your face when you aren't smiling or talking - do you like what you see? What is the message you are sending? Everything Speaks! Remember you can create an impression even when others are not actively engaged with you, so be aware and make sure the face they see, is the face of the person you want them to see.
www.retainloyalcustomers.com
Be aware of your facial expressions. Take a look in the mirror at your face when you aren't smiling or talking - do you like what you see? What is the message you are sending? Everything Speaks! Remember you can create an impression even when others are not actively engaged with you, so be aware and make sure the face they see, is the face of the person you want them to see.
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.
Apr 19, 2011
A Name is a Name - Teri's Tip #42
A name is just a name, unless its your name! Over seventy years ago, Dale Carnegie wrote the best seller "How to Win Friends and Influence People". It was translated into 28 different languages for countless thousands of readers.
One secret he shares is that the average man is more interested in his own name than he is in all the other names on earth put together. Remember that name and call it easily and you have paid him a subtle and very effective compliment.
Forget it or misspell it - and you have placed yourself at a sharp disadvantage.
This is great advice that has not changed over time. In fact, in today's fast technological world, people who remember someone's name, are cherished. Excellent customer service doesn't have to be complex.
One secret he shares is that the average man is more interested in his own name than he is in all the other names on earth put together. Remember that name and call it easily and you have paid him a subtle and very effective compliment.
Forget it or misspell it - and you have placed yourself at a sharp disadvantage.
This is great advice that has not changed over time. In fact, in today's fast technological world, people who remember someone's name, are cherished. Excellent customer service doesn't have to be complex.
Apr 12, 2011
Resolving Team Conflicts- Teri's Tip #41
5 STEPS TO RESOLVING CONFLICTS WITHIN YOUR TEAM
1. Give description of the situation or issue
2. Explain the impact on results
3. Have an open discussion on team member's thoughts and reactions
4. Request suggestions on ways to proceed
5. Gain agreement on next steps
Conflict within a team, stunts productivity and creativity. It also affect customer service to other departments and external customers. It is best to nip it in the bud early.
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.
1. Give description of the situation or issue
2. Explain the impact on results
3. Have an open discussion on team member's thoughts and reactions
4. Request suggestions on ways to proceed
5. Gain agreement on next steps
Conflict within a team, stunts productivity and creativity. It also affect customer service to other departments and external customers. It is best to nip it in the bud early.
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.
Mar 3, 2011
Keeping Fresh on Customer Service - Teri's Tip #37
Today's tip is to go check out Extraordinary Customer Service to see what's being offered in video's, webinars, articles that you can use to keep customer service on top of mind for everyone.
Training is an investment that will pay off.
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.
Training is an investment that will pay off.
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.
Dec 28, 2010
On-Stage Behavior - Teri's Tip #29
Think of your business as a stage. Every morning when the business opens, the curtain rises and employees become the actors on that stage. Every word, intonation, inflection, and gesture is open to interpretation by your audience, the customers.
Stand-up straight, smile, look energetic, and always be ready to deliver the best customer service you can to each and every customer. It can win you a standing ovation of repeat business!
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.
Stand-up straight, smile, look energetic, and always be ready to deliver the best customer service you can to each and every customer. It can win you a standing ovation of repeat business!
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.
Nov 12, 2010
Customer Service is Not An Option - Teri's Tip #25
Customer Service is not an either/or proposition for a business. Customer Service is not an add-on for a business. Customer Service is the way to do business.
In order to be effective and consistent, Customer Service must be engrained into the culture of the organization. Leadership actions to create this culture are sytematic and process-oriented to be sustainable over time.
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.
In order to be effective and consistent, Customer Service must be engrained into the culture of the organization. Leadership actions to create this culture are sytematic and process-oriented to be sustainable over time.
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.
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