Remember the fairy tale line: "Mirror, Mirror on the Wall, who's the fairest of them all?" Try putting a mirror in your reception area somewhere or area where customers voice their complaints. When they glance in the mirror and see their angy profile, they will more than likely soften, because no one wants to see themselves with a scowling, scrunched up, ugly face.
Giving excellent customer service is much easier when the person with a complaint is more relaxed and not so emotional.
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.
Apr 19, 2011
A Name is a Name - Teri's Tip #42
A name is just a name, unless its your name! Over seventy years ago, Dale Carnegie wrote the best seller "How to Win Friends and Influence People". It was translated into 28 different languages for countless thousands of readers.
One secret he shares is that the average man is more interested in his own name than he is in all the other names on earth put together. Remember that name and call it easily and you have paid him a subtle and very effective compliment.
Forget it or misspell it - and you have placed yourself at a sharp disadvantage.
This is great advice that has not changed over time. In fact, in today's fast technological world, people who remember someone's name, are cherished. Excellent customer service doesn't have to be complex.
One secret he shares is that the average man is more interested in his own name than he is in all the other names on earth put together. Remember that name and call it easily and you have paid him a subtle and very effective compliment.
Forget it or misspell it - and you have placed yourself at a sharp disadvantage.
This is great advice that has not changed over time. In fact, in today's fast technological world, people who remember someone's name, are cherished. Excellent customer service doesn't have to be complex.
Apr 12, 2011
Resolving Team Conflicts- Teri's Tip #41
5 STEPS TO RESOLVING CONFLICTS WITHIN YOUR TEAM
1. Give description of the situation or issue
2. Explain the impact on results
3. Have an open discussion on team member's thoughts and reactions
4. Request suggestions on ways to proceed
5. Gain agreement on next steps
Conflict within a team, stunts productivity and creativity. It also affect customer service to other departments and external customers. It is best to nip it in the bud early.
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. Give description of the situation or issue
2. Explain the impact on results
3. Have an open discussion on team member's thoughts and reactions
4. Request suggestions on ways to proceed
5. Gain agreement on next steps
Conflict within a team, stunts productivity and creativity. It also affect customer service to other departments and external customers. It is best to nip it in the bud early.
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.
Apr 6, 2011
Lens of the Customer - Teri's Tip #40
Looking through the lens of the customer makes the customer feel they are being watched out for and important. Its very simple to do - two steps:
1. Read the emotion
2. Meet the need
Last week at a Magic basketball game, my husband and I entered the huge entry area with lights flashing, escalators going in all directions, music blaring and were immediately overwhemed by it all. A staff member obviously read our faces and approached us first by saying: "Are you looking for your seats?" Obviously, she had been trained to read emotions and be the first to respond whether than waiting for us to have to walk up to her and ask "where are our seats?"
It's a small detail, but a big one if done consistently.
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. Read the emotion
2. Meet the need
Last week at a Magic basketball game, my husband and I entered the huge entry area with lights flashing, escalators going in all directions, music blaring and were immediately overwhemed by it all. A staff member obviously read our faces and approached us first by saying: "Are you looking for your seats?" Obviously, she had been trained to read emotions and be the first to respond whether than waiting for us to have to walk up to her and ask "where are our seats?"
It's a small detail, but a big one if done consistently.
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.
Mar 22, 2011
Deadline Dodgers - Teri's Tip #39
There are some people who consistently never complete their tasks on-time. This holds everyone else up and creates discontent among those who are waiting for the work of this person in order to do their job. Management's action must be to determine why the person is chronically missing the deadlines: is it lack of urgency and giving it their all or are they overburdened and incapable of completing all their assigned work?
Quality is conformance to requirements and deadlines are a requirement. Action: Sit down with the deadline dodger, together set realistic requirements, get agreement to the requirements, make sure the process is capable of meeting the requirements, and then hold the individual accountable.
Excellent customer service starts with 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.
Quality is conformance to requirements and deadlines are a requirement. Action: Sit down with the deadline dodger, together set realistic requirements, get agreement to the requirements, make sure the process is capable of meeting the requirements, and then hold the individual accountable.
Excellent customer service starts with 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.
Mar 9, 2011
Complainers are Drainers - Teri's Tip #38
Complainers sap the energy out of everyone around them. And if the complaint resonates with those around them, the complainer becomes the center of attention. This refocuses the work of the group and productivity suffers as others start to join in and the complaints keep growing. The complaint train can spin out of control very quickly. Customers don't like to hear employees complaining about their boss, co-workers, long hours, etc. It ruins their experience.
How to stop the complainers: ask them to come up with a solution to the issue. Get them involved in the situation surrounding the issue so they have more complete knowledge and then turn them into problem solvers vs. problem announcers.
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.
How to stop the complainers: ask them to come up with a solution to the issue. Get them involved in the situation surrounding the issue so they have more complete knowledge and then turn them into problem solvers vs. problem announcers.
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.
Mar 3, 2011
Keeping Fresh on Customer Service - Teri's Tip #37
Today's tip is to go check out Extraordinary Customer Service to see what's being offered in video's, webinars, articles that you can use to keep customer service on top of mind for everyone.
Training is an investment that will pay off.
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.
Training is an investment that will pay off.
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 23, 2011
What's Your Personality? - Teri's Tip #36
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.
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 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.
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