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Teri Yanovitch  Speaker, Author, Consultant  407.788.7765   How to Keep Your Students from Leaving.  Teri Yanovitch, speaker, author, and former Disney trainer, teaches the keys to upgrading higher education customer service. If your institution wants to stay on the leading edge of student choice, her firm will help you identify opportunities to enhance the student experience. […]
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Measurement is all around us. Everywhere we turn, we see clocks, thermometers, gauges, charts and other ways to take and communicate measurement. Why? Imagine what it would be like without measurement. We would have to guess about when to leave for work, when to turn off an oven, or when to fill our cars with […]
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What is customer service presence? It is when the customer has the perception that the employee truly cares about them, their needs, and their desires. It is when a customer trusts that the employee is doing everything they can to help them. Customer service presence is portrayed through these three aspects: 1. Physical Presence: Customers […]
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Everyone comes to the job with a different definition of what makes great customer service. It is management’s job to define clearly what great service is to their business. Courtesy is #1. For world-class courtesy: a customer is looking for the use of exceptional manners, as interpreted from their perspective and to exceed their expectations. […]
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A wonderful technique that I picked up from the newsletter of my friend Wendy Leebov’s, Heartbeat, that she uses to enhance the communication and emotional connection between nursing staff and patients is called CUS. CUS is an acronym that stands for: I’m concerned…. I feel uncomfortable… I feel scared…. CUS* originated as a technique for staff to […]
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Customers don’t like to wait beyond the scheduled timeframe. If you tell a customer you will deliver something to their home between a timeframe – then make sure you can DO IT! 70% of adults surveyed by TOA Technologies regarding time spent waiting for in-home services and appointments said they would recommend a company simply […]
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>The second edition of my book, Unleashing Excellence: The Complete Guide to Ultimate Customer Service, co-authored with Dennis Snow was recently released. You can find it in bookstores or at http://www.amazon.com/ and http://www.barnesandnoble.com/. We believe this book will help speed your journey to service excellence as it offers additional tools and approaches developed since its original […]
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You are at a fast food restaurant and step into the restroom. There is water on the floor and countertops. The toilet roll dispensers are empty and the trash container is overflowing. Wouldn’t you start worrying about the food you were about to order? Every detail of your business’ physical environment “speaks” to the customer. […]
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Remember the 1980’s when quality was the competitive edge? By the 1990’s, many organizations had met the quality challenge to the point that most products/services had become commodities. It was difficult to distinguish between who had the best coffee, cellular telephone, rental car, medical care plan, hotel room; therefore, the competitive differentiation came in the […]
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