VIP Acronym Change - Teri's Tip #60

We've all heard the acronym VIP before.  He's a VIP, she's a VIP.  It has traditionally stood for Very Important Person. 

My suggestion is that you change it to stand for Very Individual Person.  In today's world so many customers are made to feel like just another transaction or "next" in line.  Make them feel special.  Learn their name, look them in the eye.  You will make them feel important if you make them feel like an individual.

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. 

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

World-Class Courtesy - Teri's Tip #50

World-Class Courtesy: Using exceptional manners, as interpreted from the customer's perspective, to exceed the expectations of the customer.

Characteristics:

• a willingness to discover opportunities to exceed the customer's expectations
• sincerity
• a friendly smile (even over the phone)
• using the person's last name (unless customer indicates otherwise)
• a neat appearance
• proper use of the language
• exceptional listening skills (attentiveness)
• a relaxed and natural tone of voice
• appropriate eye contact
• clear communication at the customer's comprehension level
• knowledge about the product or service

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.