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

Communicate Care - Teri's Tip #34

PHRASES TO COMMUNICATE UNDERSTANDING AND EMPATHY

• Thank you for bringing this to our attention…

• I know we can help you…

• You were good to catch this problem…

• I can understand what you are saying about the situation..
• Yes, I see your position…

• I initially felt just as you do about it…

• I want to help you…

• Quite a few people feel that way…

• It does seem like it could be interpreted that way....

Letting people know you care and are willing to look through their lens, can make all the difference between delivering a poor customer experience and a great customer experience.


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.