Sometimes great customer service begins with a handshake. Here’s how to make the best impression:
1. Extend your right hand out and shake your customer’s hand firmly. Don’t entwine your fingers, shake their palm with fingers closed. Be careful not to squeeze too hard or too soft. Too hard and it looks like you are trying to be dominant, too weak and you appear wimpy.
2. Give eye contact and smile as you shake your customer’s hand.
3. After a couple of shakes, let their hand go as you begin your conversation.
At the end of your conversation, you may shake their hand again while telling them what a pleasure it was to meet them. If it has been a particularly engaging conversation and you believe they have thought so too, you may put your left hand on top of their hand briefly while shaking. This expresses a warmer relationship and you look forward to meeting or talking with them again.
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.
May 31, 2011
May 24, 2011
Price You Pay for Doing Things Wrong - Teri's Tip #45
Whenever something is not done right the first time, there is a price. To calculate that price, add up the time that was spent to talk to the customer when they brought it to your attention, add up the time it takes someone to resolve it, add up any new material or product replacement costs and .... make sure you calculate the time using the burdened rate of the employee's pay.
To take it one step further, calculate the number of times these things are done wrong in a week and multiply by 52 weeks for the annualized cost. You'll be amazed at how much even little errors cost your business! Don't stop there - now communicate this price to your employees so they are aware and then brainstorm together with them as to how to make sure things will always get done right the first 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.
To take it one step further, calculate the number of times these things are done wrong in a week and multiply by 52 weeks for the annualized cost. You'll be amazed at how much even little errors cost your business! Don't stop there - now communicate this price to your employees so they are aware and then brainstorm together with them as to how to make sure things will always get done right the first 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.
May 11, 2011
Tires Ain't Pretty - Teri's Tip #44
The commercial says "tires ain't pretty", but the service I received from Tire Kingdom in Altamonte Springs,Florida last week was "beautiful". The acronym ACT sums it all up.
A - Accurate work (did what they said they would do)
C - Complete (identified my brake pads they were almost metal to metal that needed replacing)
T - Timely (completed the job when they said they would.)
Remember this phrase no matter what kind of service or product you provide your customer and sometimes its just the basics that end up WOWing the customer these days.
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.
A - Accurate work (did what they said they would do)
C - Complete (identified my brake pads they were almost metal to metal that needed replacing)
T - Timely (completed the job when they said they would.)
Remember this phrase no matter what kind of service or product you provide your customer and sometimes its just the basics that end up WOWing the customer these days.
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 28, 2011
Mirror, Mirror on the Wall.... - Teri's Tip #43
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.
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.
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