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.
Feb 1, 2011
Jan 25, 2011
Blame Game - Teri's Tip #32
When things go wrong, what is the typical first question that is posed? "Who screwed up?" Pointing fingers is a big mistake. It only causes people to become defensive, protect their territory and take you longer to get at the root cause of what is causing the problem.
Therefore, when things go wrong, ask the question "what went wrong in the process?" 80% of the time, the problem is within the process and only 20% of the time is it a person who is at fault. What this creates is a culture of continuous improvement.
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
Therefore, when things go wrong, ask the question "what went wrong in the process?" 80% of the time, the problem is within the process and only 20% of the time is it a person who is at fault. What this creates is a culture of continuous improvement.
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
Jan 18, 2011
Viscious Voicemail - Teri's Tip #31
Refrain from sending out the viscious email or leaving a scathing voicemail when you are angry. These critiques seem even more biting when delivered in this manner. And remember, these types of communication can last forever and be replayed over and over.
If you are angry with the person or have a conflict, then handle in person if at all possible. By watching for facial expressions and body language or listening for inflections in the voice tone, you can make sure your words are not misinterpreted. Hopefully, the purpose of your discussion is to be constructive and be able to progress to ways to improve the situation. Great customer service starts internally.
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.
If you are angry with the person or have a conflict, then handle in person if at all possible. By watching for facial expressions and body language or listening for inflections in the voice tone, you can make sure your words are not misinterpreted. Hopefully, the purpose of your discussion is to be constructive and be able to progress to ways to improve the situation. Great customer service starts internally.
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.
Jan 7, 2011
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.
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.
Dec 28, 2010
On-Stage Behavior - Teri's Tip #29
Think of your business as a stage. Every morning when the business opens, the curtain rises and employees become the actors on that stage. Every word, intonation, inflection, and gesture is open to interpretation by your audience, the customers.
Stand-up straight, smile, look energetic, and always be ready to deliver the best customer service you can to each and every customer. It can win you a standing ovation of repeat business!
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.
Stand-up straight, smile, look energetic, and always be ready to deliver the best customer service you can to each and every customer. It can win you a standing ovation of repeat business!
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 20, 2010
Accept Returns with a Smile - Teri's Tip #28
Customers have already lined up to do returns and Christmas hasn't even occured yet. Advice to customer service representatives working the Return counters: accept returns with a smile and with as little hassle to the customer as you can. It will create a Wow when they walk away at the ease and pleasantness of the experience.
Customers will remember how you treated them when they saw a need to return an item for whatever reason. You may feel you are losing out on revenues that were in the pocket, but in the long-run, customers are more apt to do future business with a business they know will take care of them and want them to be happy with what they were sold.
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.
Customers will remember how you treated them when they saw a need to return an item for whatever reason. You may feel you are losing out on revenues that were in the pocket, but in the long-run, customers are more apt to do future business with a business they know will take care of them and want them to be happy with what they were sold.
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
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.
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.
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.
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