"Intolerable service exists, when intolerable service is tolerated". You can't tolerate low performance. Everyone must be held accountable for adhering to the same service standards. By letting one person slide, you send the message that its okay to not live up to the performance guidelines and one-by-one, others will start to slip too. Take swift action when a service standard is not met. Keep the focus on the standard and why it is important to be met each and everytime, not the person.
Those that always are striving to adhere to the standards will respect and appreciate that you are seriously meaning what you say.
Sep 28, 2011
Sep 20, 2011
It's "No Problem" - Teri's Tip #55
Responding to a customer's request with the phrase "no problem", while you are saying it isn't a problem, still implies the customer really is causing a problem. The customer is giving their business to you, so your business should be ready and prepared to deal with all kinds of requests and none should be considered a "problem".
The better response would be a simple "yes" or "its my pleasure".
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.
The better response would be a simple "yes" or "its my pleasure".
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.
Aug 30, 2011
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
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. 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.
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
Aug 16, 2011
Positive Reinforcement - Teri's Tip #53
Imagine how much more positive and productive our workplaces would be if, every time a negative attitude or behavior was observed, someone would address that employee by saying, "I'm sorry, but we don't allow that sort of behavior in this organization."
This is not being mean or personal, it is simply identifying the negative behavior that is not part of the company culture. The focus must stay on the behavior and not the person.
www.retainloyalcustomers.com
This is not being mean or personal, it is simply identifying the negative behavior that is not part of the company culture. The focus must stay on the behavior and not the person.
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.
Aug 4, 2011
Look in the Mirror - Teri's Tip #52
"Take a look at yourself - the man in the mirror", so goes the Michael Jackson lyrics. How can that be a customer service tip? Have you ever noticed how you look when you are just standing around? Some people carry a scowl on their faces when they are relaxed, others look bored, and others look sad. People watch you even when you think they aren't.
Be aware of your facial expressions. Take a look in the mirror at your face when you aren't smiling or talking - do you like what you see? What is the message you are sending? Everything Speaks! Remember you can create an impression even when others are not actively engaged with you, so be aware and make sure the face they see, is the face of the person you want them to see.
www.retainloyalcustomers.com
Be aware of your facial expressions. Take a look in the mirror at your face when you aren't smiling or talking - do you like what you see? What is the message you are sending? Everything Speaks! Remember you can create an impression even when others are not actively engaged with you, so be aware and make sure the face they see, is the face of the person you want them to see.
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.
Jul 26, 2011
Clear Service Standards - Teri's Tip #51
Having clear service standards makes everyone's job in an organization easier. Employees know what is expected of them and managers can hold people accountable.
Keep the number of service standards to a minimum so people can memorize them. Train everyone on how to apply the service standards to his or her specific job tasks. Give praise and recognition when the service standards are followed, counsel and redirect when the standards are not adhered to.
For more on Service Standards, see my article: http://www.teriyanovitch.com/839/service-standards-are-essential-for-seamless-customer-experience
www.retainloyalcustomers.com
Keep the number of service standards to a minimum so people can memorize them. Train everyone on how to apply the service standards to his or her specific job tasks. Give praise and recognition when the service standards are followed, counsel and redirect when the standards are not adhered to.
For more on Service Standards, see my article: http://www.teriyanovitch.com/839/service-standards-are-essential-for-seamless-customer-experience
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.
Jul 13, 2011
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.
Jul 5, 2011
Pillars for Success - Teri's Tip #49
Keep these points in mind and you will be successful:
- Deliver superior service
- Keep all promises
- Build strong relationships
- Work with passion
- Keep it fun
- Continuously improve
Jun 29, 2011
Appraisal is Too Late - Teri's Tip #48
The system most businesses use to check their work is after-the-fact, after the output has been completed or delivered. That's too late! When the customer finds the error and complains, it costs you 10 times more than if you had caught the error at the beginning of your process.
Prevention means taking the time upfront to look at your process and test to see if it is capable of delivering the promised output every time. This could be a meal, a tooth cleaning, an answered customer phone call, a paint job, etc. Prevention on a new process means brainstorming what are all the opportunities for error that could occur in the process and how could they be avoided.
Appraisal is just a fix and requires rework that costs time and money. Prevention pays in the long-term!
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.
Prevention means taking the time upfront to look at your process and test to see if it is capable of delivering the promised output every time. This could be a meal, a tooth cleaning, an answered customer phone call, a paint job, etc. Prevention on a new process means brainstorming what are all the opportunities for error that could occur in the process and how could they be avoided.
Appraisal is just a fix and requires rework that costs time and money. Prevention pays in the long-term!
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.
Jun 16, 2011
Telephone/Cell Phone Top Service - Teri's Tip #47
1. Answer the phone with Good morning, or Good afternoon followed by your name. Always use your first and last name when answering.
2. Return calls by sundown. Even if you don’t have the answer or time to talk, let the caller know you received their call and will get back to them when you do.
3. When transferring a call, tell the caller whose voice that person can expect to hear on the other end. Introduce the caller to the person receiving the transferred call and explain the reason for the transfer.
4. If you must put a caller on hold, first ask the caller if they want to be placed on hold or leave a message on voicemail.
5. Act fresh all day long when answering your phone.
6. Always ask permission if you need to put a caller on speakerphone. Also, identify to the caller that there are others in the office who will hear the conversation.
7. When talking on your cell phone, be aware of another person’s space.
8. Don’t be condescending such as, “Oh, it’s you again.”
2. Return calls by sundown. Even if you don’t have the answer or time to talk, let the caller know you received their call and will get back to them when you do.
3. When transferring a call, tell the caller whose voice that person can expect to hear on the other end. Introduce the caller to the person receiving the transferred call and explain the reason for the transfer.
4. If you must put a caller on hold, first ask the caller if they want to be placed on hold or leave a message on voicemail.
5. Act fresh all day long when answering your phone.
6. Always ask permission if you need to put a caller on speakerphone. Also, identify to the caller that there are others in the office who will hear the conversation.
7. When talking on your cell phone, be aware of another person’s space.
8. Don’t be condescending such as, “Oh, it’s you again.”
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