Hippocrates defined four basic personality styles of human behavior and these have not changed over time, even though the names for them have. While no human is 100% one style, we tend to have a primary style and a backup style. The four styles using the DiSC profile and their main focus are:
Dominant - get the job done
Influence - have fun while getting the job done
Steadiness - peace and harmony among the work group
Conscientiousness - get the job done right
If you know what you are and then learn to read those you interact with, you can build much better relationships by adapting your style to theirs while working with them. We all tend to like people who are more like ourselves.
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 34,000 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 23, 2011
Feb 17, 2011
6 Steps to Delivering Bad News - Teri's Tip #35
Delivering bad news is not pleasant or fun, but there are times when it must be done. Here are six steps to follow when the situation requires you to be the bearer of bad news:
1. Apologize for the situation and be sincere.
2. Give a brief synopsis of the situation and then stop talking.
3. Let the customer vent, while you actively listen.
4. Ask the customer if they are ready to hear their options for the future. (they may want others involved, they may want to process the bad news further, they may not be prepared to think of next actions and so you would be wasting their time and others at this point)
5. Explain options or alternatives, give advice if requested.
6. Apologize again and offer reassurances of the future if appropriate.
Applying good communication skills and being courteous will always pave the way for delivering bad news.
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. Apologize for the situation and be sincere.
2. Give a brief synopsis of the situation and then stop talking.
3. Let the customer vent, while you actively listen.
4. Ask the customer if they are ready to hear their options for the future. (they may want others involved, they may want to process the bad news further, they may not be prepared to think of next actions and so you would be wasting their time and others at this point)
5. Explain options or alternatives, give advice if requested.
6. Apologize again and offer reassurances of the future if appropriate.
Applying good communication skills and being courteous will always pave the way for delivering bad news.
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 10, 2011
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.
• 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.
Feb 1, 2011
E-Mail Etiquette - Teri's Tip #33
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.
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.
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.
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