Excuses, Excuses, Excuses -- : For Not Delivering Excellent Customer Service - and What Should Happen!

This insightful and funny handbook identifies everyday excuses for why customers don’t receive first class service—and suggests what reps on the front-line should do or say instead. Excuses, Excuses, Excuses is designed to increase service employees’ awareness of the attitudes that frustrate customers—and drive business away. There’s no better way to reinforce the importance of caring, professional and customer-focused service. The authors—both established experts in customer service—highlight 117 excuses commonly heard and used, including: • Excuse #1:My computer is down • Excuse #4:We’re short-handed • Excuse #13:I haven’t had time to get to it yet • Excuse #49:It’s lunch time • Excuse #52:The salesperson is with another customer • Excuse #117:If you would bring up our web page you would find that information. The easy-to-reference format puts alternative responses within fingertip reach, making this a highly practical guide you’ll use over and over. This insightful and funny handbook identifies everyday excuses for why customers don’t receive first class service—and suggests what reps on the front-line should do or say instead. Excuses, Excuses, Excuses is designed to increase service employees’ awareness of the attitudes that frustrate customers—and drive business away. There’s no better way to reinforce the importance of caring, professional and customer-focused service. The authors—both established experts in customer service—highlight 117 excuses commonly heard and used, including:- Excuse No1: My computer is down- Excuse No4: We’re short-handed- Excuse No13: I haven’t had time to get to it yet - Excuse No49: It’s lunch time- Excuse No52: The salesperson is with another customer- Excuse No117: If you would bring up our web page you would find that information. The easy-to-reference format puts alternative responses within fingertip reach, making this a highly practical guide you’ll use over and over. CONTENTS......Page 5 Introduction......Page 7 Deliver Excellent Customer Service and Stop Giving Excuses, or Be Prepared to Self-Destruct!......Page 9 There Should Be No Excuses for Not Delivering Excellent Customer Service......Page 11 Practice the Golden Rule......Page 19 Check Out Your Work Environment......Page 31 Be a Master at What You Do!......Page 35 You Can’t Put It Back!......Page 43 Exploring the Mind of Your Customer......Page 46 Profit Is Not a Dirty Word......Page 48 Caring—Attitude......Page 67 A Little Story......Page 74 Wouldn’t It Be Nice to Use Phrases Like These More Often with Our Customers......Page 91 Common Sense Still Goes a Long Way When Dealing with a Customer......Page 111 We Would Like to Hear from You......Page 117 "This is a book that will help anyone who deals with customers. It is a wonderful blend of wisdom and insight that deals with the everyday relationships between the customer and service representative.". Joe Breniser, President. Creative Training Institute "An insightful look as to why customers don't always receive first class service and how we all like to be treated." Jerry Drake, Business Manager. Liquid Control Corporation "An exceptional Tool Kit that is a must for every employee in an organization that has communications with customers. Professional, insightful, real-life respon "This is a book that will help anyone who deals with customers. It is a wonderful blend of wisdom and insight that deals with the everyday relationships between the customer and service representative.". Joe Breniser, President. Creative Training Institute "An insightful look as to why customers don & rsquo;t always receive first class service and how we all like to be treated. & rdquo; Jerry Drake, Business Manager. Liquid Control Corporation "An exceptional Tool Kit & lsquor; that is a must for every employee in an organization that has communications with customers. Profes Sick of hearing your customer service staff My computer is down, It's lunch time, I haven't gotten to it yet, etc. etc.. This book is an encyclopedia of what your service staff should say and do, instead. Ideal as a service coaching resource, this book provides a quick and easy solution that will improve customer perceptions about your organization and its service staff. "This book is about everyday excuses we hear for not giving excellent customer service and how to shoot those excuses down"--Page 1