By Darryl S. Doane
This insightful and humorous instruction manual identifies daily excuses for why shoppers don’t obtain first-class service—and indicates what reps at the front-line may still do or say in its place. Excuses, Excuses, Excuses is designed to extend provider staff’ expertise of the attitudes that frustrate customers—and force enterprise away. There’s no greater solution to make stronger the significance of being concerned, expert and customer-focused provider. The authors—both proven specialists in buyer service—highlight 117 excuses in most cases heard and used, together with: • Excuse #1:My laptop is down • Excuse #4:We’re short-handed • Excuse #13:I haven’t had time to get to it but • Excuse #49:It’s lunch time • Excuse #52:The shop clerk is with one other buyer • Excuse #117:If you are going to increase our online page you'll locate that info. The easy-to-reference layout places replacement responses inside fingertip achieve, making this a hugely useful consultant you’ll use repeatedly.
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Extra info for Excuses, Excuses, Excuses: For Not Delivering Excellent Customer Service--And What Should Happen!
May I call you back with the information? Insights: The customer doesn’t have to know what you are working on. If you get to a point where time is a critical factor, ask someone else to help you by checking inventory for you and calling the customer back with the information. Always give the customer options and choices—never excuses. Excuse 47—It’s the end of the month. What should have happened: Good morning. This is ________________ . How may I be of assistance to you? Insights: Wow, do we know what it is like at the end of the month.
Ms. _______________, how nice to hear from you. How may I help you today? Insights: It’s great to have a large order! Time consuming? The Customer’s Yes, but look at it as a real Perception of asset. Learn the computer Reality Is The well so you can be quick at Reality You Must Deal With keying in the order. The customer you are currently talking to doesn’t care about your last order or how large it was. If you intend to do business with each customer, you had better give each of them the attention he or she demands and deserves from you at the appropriate time.
Insights: Know your system and how to use it. Take the necessary steps to get familiar with new technology as quickly as possible. Take 52 Excuses, Excuses, Excuses EXCUSE/book/new 12/15/04 3:18 PM Page 53 notes, ask questions of your supervisor or whoever is responsible for teaching the skills of using the phone until you feel comfortable. If you do not know the system, you should not be on it until you do. Don’t set yourself up for failure. Excuse 46—My other customer has a breakdown that I’m working on.