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.
Dec 13, 2010
Nov 22, 2010
Power of Thank You - Teri's Tip #26
Two words: Thank You. Two very powerful words. Don't take long to say, but go a loooong way in making someone feel appreciated. Don't feel comfortable saying these two words out loud? Then write them down. The kind of paper doesn't matter - the two words do!
Thank you, muchos gracias, merci beaucoup....whatever your language, the meaning sent and the feeling received are all the same.
THANK YOU!
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.
Thank you, muchos gracias, merci beaucoup....whatever your language, the meaning sent and the feeling received are all the same.
THANK YOU!
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.
Nov 12, 2010
Customer Service is Not An Option - Teri's Tip #25
Customer Service is not an either/or proposition for a business. Customer Service is not an add-on for a business. Customer Service is the way to do business.
In order to be effective and consistent, Customer Service must be engrained into the culture of the organization. Leadership actions to create this culture are sytematic and process-oriented to be sustainable over time.
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.
In order to be effective and consistent, Customer Service must be engrained into the culture of the organization. Leadership actions to create this culture are sytematic and process-oriented to be sustainable over time.
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.
Nov 10, 2010
Clear Definition of "Quality" Teri's Tip #24
A simple definition for Quality is "conformance to requirements". When you tell employees to Do It Right the First Time. The "It" is the requirement. Therefore, you must be very clear in describing the requirements and verifying they are understood.
Conformance to the requirements that have been agreed to and understood, must then be achieved 100% of the time. Anything less, is not Quality.
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.
Conformance to the requirements that have been agreed to and understood, must then be achieved 100% of the time. Anything less, is not Quality.
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.
Oct 22, 2010
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
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
Oct 18, 2010
Consistent and Insistent - Teri's Tip #22
As a manager, you must be consistent with your employees in holding them accountable for excellent customer service behaviors. As a customer, you must be insistent in receiving excellent customer service delivery from the employees of the business you are interacting.
Competent and confident in knowledge, plus accuracy, availability, partnership and advice will delight your customers.
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.
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
Competent and confident in knowledge, plus accuracy, availability, partnership and advice will delight your customers.
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.
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
Oct 11, 2010
Key Customer Expectations - Teri's Tip #21
There are four key customer expectations in doing business with your organization:
Customers want you to be accurate.
Customers want you to be available.
Customers want to feel they are in a partnership with you.
Customers appreciate advice.
Competent and confident employees will help you accomplish all four.
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.
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.
Customers want you to be accurate.
Customers want you to be available.
Customers want to feel they are in a partnership with you.
Customers appreciate advice.
Competent and confident employees will help you accomplish all four.
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.
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.
Oct 5, 2010
5 Well-Remembered Values
Philip Crosby, one of the leading gurus in quality improvement, took me to breakfast when he hired me in 1983 and during the meal gave me a gift. The gift was a wooden box with a Cross pen inserted. Engraved on the box was the word ADEPT. He explained the meaning of the acronym:
A is for Accuracy
D is for Discreet
E is for Enthusiasm
P is for Productive
T is for Thrifty.
He expected each of his employees to display these values. 25 years later, I remember them. Read more at:
http://teriyanovitch.blogspot.com/2010/10/phil-crosby-breakfast-of-values.html
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.
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. Her website is: http://www.retainloyalcustomers.com/
A is for Accuracy
D is for Discreet
E is for Enthusiasm
P is for Productive
T is for Thrifty.
He expected each of his employees to display these values. 25 years later, I remember them. Read more at:
http://teriyanovitch.blogspot.com/2010/10/phil-crosby-breakfast-of-values.html
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.
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. Her website is: http://www.retainloyalcustomers.com/
Sep 27, 2010
Teri's Tip #19
Three simple steps to make customers happy and deliver great service:
1. Be friendly
2. Be helpful
3. Be knowledgeable
If you can do these three things, you will stay eons ahead of your competition.
www.retainloyalcustomers.com
1. Be friendly
2. Be helpful
3. Be knowledgeable
If you can do these three things, you will stay eons ahead of your competition.
www.retainloyalcustomers.com
Sep 7, 2010
Teri's Tip #18
When hiring a new employee, look for customer service friendly people. It is much easier to train someone on the mechanics of the job vs. trying to train them to be friendly and courteous.
Watch for the following in the interview:
Does the applicant make appropriate eye contact?
Does the applicant demonstrate appropriate enthusiasm?
Does the applicant smile often?
Does the applicant use positive, upbeat language?
http://www.retainloyalcustomers.com/
Watch for the following in the interview:
Does the applicant make appropriate eye contact?
Does the applicant demonstrate appropriate enthusiasm?
Does the applicant smile often?
Does the applicant use positive, upbeat language?
http://www.retainloyalcustomers.com/
Subscribe to:
Comments (Atom)
