By Doane D.S., Sloat R.D.
This insightful and humorous guide identifies daily excuses for why clients don’t obtain top quality service—and indicates what reps at the front-line should still do or say in its place. Excuses, Excuses, Excuses is designed to extend carrier staff’ knowledge of the attitudes that frustrate customers—and force enterprise away. There’s no higher method to toughen the significance of worrying, specialist and customer-focused carrier. The authors—both demonstrated specialists in client service—highlight 117 excuses quite often heard and used, including:- Excuse №1: My desktop 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 salesman is with one other buyer- Excuse №117: if you happen to may increase our website you are going to locate that details. The easy-to-reference layout places replacement responses inside fingertip succeed in, making this a hugely functional advisor you’ll use persistently.
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Additional info for Excuses, Excuses, Excuses: For Not Delivering Excellent Customer Service-And What Should Happen!
Being busy as a positive. If you didn’t have customers, you wouldn’t be in business. The pace of business is not going to slow down and most likely will become even faster. A professional realizes this and invites it as a challenge to be met. Excuse 45—We have a new phone system. What should have happened: What can I do for you today? 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 notes, ask questions of your supervisor or whoever is responsible for teaching the skills of using the phone until you feel comfortable.
You have an inherent responsibility to put yourself into a professional mode every time you deal with a customer. Excuse 42—I didn’t understand the urgency. What should have happened: Do you have a breakdown? How soon do you need the Excuses, Excuses, Excuses 49 material? When would you like to have this arrive? Insights: Using the proper questions when the cusThe Customer tomer calls in to place an Must Be order will help to eliminate Number One! confusion and will determine upfront the details of the situation and its urgency.
Take the necessary steps to get familiar with new technology as quickly as possible. Take 52 Excuses, Excuses, Excuses 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. What should have happened: How may I help you? May I call you back with the information?
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