3 Tips from Nordstroms's - Teri's Tip #54

Based on a recent experience with Nordstrom's, here are 3 tips that made me, the customer, feel special:

1.  The clerk asked for my name, shared her name, and then used my name throughout the shopping experience even though she helped others while I was trying on things.  She remembered it.

2.  The clerk walked around the counter to hand me my purchased items vs. handing them over the counter.  It was much more personal, plus she shook my hand and thanked me.

3.  I wasn't badgered by other clerks wanting to help, but felt I was sincerely approached by them and when told I wasn't interested at the moment, didn't feel like they sulked off. 

Remember, its the little things people will remember.  And I will go back!

www.retainloyalcustomes.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

Mirror, Mirror on the Wall.... - Teri's Tip #43

Remember the fairy tale line:  "Mirror, Mirror on the Wall, who's the fairest of them all?"  Try putting a mirror in your reception area somewhere or area where customers voice their complaints.  When they glance in the mirror and see their angy profile, they will more than likely soften, because no one wants to see themselves with a scowling, scrunched up, ugly face.

Giving excellent customer service is much easier when the person with a complaint is more relaxed and not so emotional. 

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.

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. 

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.

Accept Returns with a Smile - Teri's Tip #28

Customers have already lined up to do returns and Christmas hasn't even occured yet.  Advice to customer service representatives working the Return counters:  accept returns with a smile and with as little hassle to the customer as you can. It will create a Wow when they walk away at the ease and pleasantness of the experience.

 Customers will remember how you treated them when they saw a need to return an item for whatever reason.  You may feel you are losing out on revenues that were in the pocket, but in the  long-run, customers are more apt to do future business with a business they know will take care of them and want them to be happy with what they were sold.

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.

Trigger Phrases and Calming Phrases - Teri's Tip #23

There are words and phrases that tend to incite more frustration and anger with the customer than other words and phrases.  Below are two ways to say the same thing, but the Calming Phrases are a much better way.

TRIGGER                           CALMING
I can’t                                 Here’s what I can do

Let me transfer you             Let me connect you
I don't know                       I will find out
No                                     Let’s look at our options
You should have                 I appreciate why you
The only thing we can do    I believe the best option
You have to                       Let’s do this first….then

It is always important to look through the lens of the customer and ensure you are customer focused to read their emotions and appropriately choose your wording. 


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.


Looking for a speaker or workshop to improve and enhance your customer service?
Contact Teri at:  ty@retainloyalcustomers.com

Teri's Tip # 12

Recognize that all employees are different and are motivated by various means.  Baby boomers are driven to act the way they do because of the era they lived in and the environment.  Generation Y employees are motivated in different ways from them because of the times they have grown up in and the environment.  Stop, study and talk to your employees to better understand what they see as important to delivering great customer service.

For more tips on how to handle your Generation Y employees, check out The Service Coach blog on this topic.


http://www.retainloyalcustomers.com/

Teri's Tip #11

It's the little things you do that help to build customer loyalty.  Listen, observe and anticipate your customer's needs.

Becoming  truly customer focused, will build relationships that will keep your customers coming back time and time again. 

http://www.retainloyalcustomers.com/