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.

E-Mail Etiquette - Teri's Tip #33

1. Re-read each email message carefully before you send it.

2. Use receipts only for emergencies.

3. Avoid crying wolf with “Urgent” subject lines.
4. Avoid using all uppercase or lowercase.
5. Never double-space your entire message.
6. Be wary of humor or sarcasm
7. Allow cool-off time before sending a flame or any emotional message. (sleep on it)
8. Act on e-mail promptly or notify others that you’re unavailable.
9. Keep to one subject in each email.
10. Watch the tone in directives. (may come across too blunt)
11. Don’t diminish your position with inappropriate tone and style.

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.

Double-Duty Staff - Teri's Tip #27

Wherever you can, do as the Four Seasons Hotels and Walt Disney World do:  let back office staff learn front-line staff jobs so they can help out as needed or during busy times.  Let's them see what front-line staffers see and hear from customers on a daily basis and they'll be better able to serve them with that understanding.  Excellent external customer service starts with internal customer service.  There is a ripple effect in how we treat one another.

Besides the fact, it helps you in staffing situations when someone may have called in sick or for only those few hours or days that you really need an extra person.

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 #8

There's nothing more genuine than actively listening to your customer.  It is the highest form of recognition you can give another human being.

Three simple steps to Actively Listen:
1.  Focus on the customer
2.  Acknowledge
3.  Paraphrase back in your own words


http://www.retainloyalcustomers.com/

Teri's Tip #4

External customer service is directly related to Internal customer service.  Showing appreciation and helping each other out starts a ripple effect that carries out to the final customer.

Start complimenting and praising co-workers.  It certainly doesn't cost anything and it may be the only words of appreciation they have received in a long time.  Be sincere though, faking it won't work.

Teri's Tip #2

Share compliments with fellow co-workers when they help you out.  Great customer service has a domino effect that starts with great internal customer service. 

It's easy! Just say comments like: 

"Thanks, I really appreciated your help with..." 
"Wow, I could not have done it without you..."
"It was great of you to help me today.  Thanks."