Be On Time

Customers don't like to wait beyond the scheduled timeframe.  If you tell a customer you will deliver something to their home between a timefram - then make sure you can DO IT!  70% of adults surveyed by TOA Technologies regarding time spent waiting for in-home services and appointments said they would recommend a company simply because the representative was on time.  That dropped to 43% who would recommend a company if they have to wait an extra 15 minutes for someone to show up. 

Reason given for the huge drop in percentage for recommendations:  customers think compannies who aren't showing up on time is because they "don't care about my time."  Customer referrals are as good as it gets.  You are losing a huge opportunity for not showing up when promised. 

 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. 

www.retainloyalcustomers.com

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. 

 

Lens of the Customer - Teri's Tip #40

Looking through the lens of the customer makes the customer feel they are being watched out for and important.  Its very simple to do - two steps:
1.  Read the emotion
2.  Meet the need

Last week at a Magic basketball game, my husband and I entered the huge entry area with lights flashing, escalators going in all directions, music blaring and were immediately overwhemed by it all.  A staff member obviously read our faces and approached us first by saying:  "Are you looking for your seats?"  Obviously, she had been trained to read emotions and be the first to respond whether than waiting for us to have to walk up to her and ask "where are our seats?"

It's a small detail, but a big one if done consistently.

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.

HOW to WOW - Teri's Tip #30

What does it take to Wow a customer?  In addition, of course, to giving them what you promised, it takes two things:
1.  Treat each customer as an individual
2.  Pay attention to the details 

By treating each customer individually, it shows you notice and care about them. Actively listening and looking through their lens helps you to deliver the WOW service your competition doesn't. They are not just another number or transaction to your business.  By paying attention to the details, you can find a way to exceed their expectations.  For example just this week, a Rollins College IT employee paid attention to the details of my laptop problem when I was instructing a workshop.  Not only did he tell me what was wrong with my laptop, but also took the time to find the phone number of the computer manufacturer so I wouldn't have to look it up.  Small detail, but much appreciated for the time it saved me in tracking that piece of information! 

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