Excuses, Excuses, Excuses
Sick of hearing your customer service staff say: 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 personnel.
This book is for any company, business, or organization that deals with customers and has a passionate desire to survive. We’ve all been customers ourselves, and we’re tired; tired of inadequate service, a lack of concern, and a take-it-or-leave-it attitude. We’re tired of being told everything under the sun except that which we long to hear, “How may I help you?” followed by the appropriate action. This book is about excuses we both hear and use for not giving excellent customer service and how to shoot those excuses down.
Excuses are those obstacles we ourselves; employees in the service industry create for not doing those things we have an inherent responsibility to provide the customer with: excellent professional service in a caring, friendly, and consistent manner. What is offered here are the excuses we use far too often, and more importantly, what we should say and do instead, because there are no excuses for not delivering excellent customer service!
- Delivering Excellent Customer Service
- Practice the Golden Rule
- Check Out Your Work Environment
- Be a Master at What You Do!
- You Can’t Put It Back!
- Exploring the Mind of Your Customer
- Profit Is Not a Dirty Word
- Caring Attitude
- A Little Story
- Wouldn’t It Be Nice
- Common Sense Still Goes a Long Way
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