CUS is an acronym that stands for:
I’m concerned….
I feel uncomfortable…
I feel scared….
It originated as a technique for staff to use with physicians as a way to
express their level of disagreement or discomfort with an action or inaction affecting patient safety. Try using it in your business or organization - it can work anywhere:
“Tell me what concerns do you have about this new phone?
“I want you to be comfortable as possible, tell me is there anything about the phone that makes you uncomfortable?”
“I want to do all I can to ease your mind. Is there anything that is making you feel anxious about this purchase – please tell me?
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.
