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

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

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.

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/

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

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?



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Teri's Tip # 17

When things go wrong, the first question should not be "Who messed up?"  The question to be asked is:  "What went wrong in the process and how can we make sure it won't happen again?"  Quality and continuous improvement drives the organization to not repeat the same error over and over again.

Great customer service doesn't want to disappoint one customer.

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Teri's Tip #16

Listening to customers helps to understand their needs better.  Through active listening, a business can determine how they can best help the customer.  Listening makes customers feel important and leaves them with the feeling that you care.  It keeps them coming back.  http://bit.ly/aCAxVK

Three steps to Active Listening:
1.  Focus
2.  Acknowledge
3.  Rephrase


http://www.retainloyalcustomers.com/

Teri's Tip #15

Using energy and enthusiasm in your voice communicates confidence.  Confidance translates into TRUST for your customers.  Customers want to hear someone who is speaking in a voice that sounds strong.  Put more effort into your voice tone, inflection and level especially over the phone. 

Remember, it's the little things that make a difference in delivering excellent customer service.



http://www.retainloyalcustomers.com/

Teri's Tip #14

Raving customers are potential referrals for your business.  Three simple steps:

1.  Listen and make certain you both agree on what the customer really wants
2.  Deliver what was promised
3.  Create an experience in the delivery that makes the customer feel important and special.

Read more at http://teriyanovitch.blogspot.com/


http://www.retainloyalcustomers.com/