By Doane D.S., Sloat R.D.
This insightful and humorous instruction manual identifies daily excuses for why consumers don’t obtain top notch service—and indicates what reps at the front-line may still do or say as an alternative. Excuses, Excuses, Excuses is designed to extend provider staff’ information of the attitudes that frustrate customers—and force company away. There’s no greater option to toughen the significance of worrying, expert and customer-focused carrier. The authors—both validated specialists in purchaser service—highlight 117 excuses quite often heard and used, including:- 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 salesman is with one other client- Excuse №117: in case you might elevate our web content you are going to locate that details. The easy-to-reference layout places substitute responses inside fingertip achieve, making this a hugely useful advisor you’ll use again and again.
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Additional info for Excuses, Excuses, Excuses: For Not Delivering Excellent Customer Service-And What Should Happen!
By asking the proper questions at the beginning when the order is placed you will avoid problems later. Excuses, Excuses, Excuses 39 Exploring the Mind of Your Customer It’s very important to view the customer’s perspective. You can get the customer to talk more while you listen more by asking exploratory questions (also referred to as open-ended questions) which allow you to probe the mind of the customer. These are questions that usually begin with who, what, why, when, where, or how. They make the customer (and you) think more about the situation and respond with more than a yes or no answer.
This is ________________ . What may I do for you today? Insights: Whether your vacation is one day away or four months down the road your customer requires the same high quality service, and your vacation has nothing to do with that fact. It always seems like things build up just before a vacation is planned. Plan ahead and do a little each day to stay on top of the duties and projects of your job so that when the day before vacation arrives, you are 54 Excuses, Excuses, Excuses not jammed with last-minute details to handle.
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. Excuse 51—He’s at a training class today. What should have happened: ________________ is learning how to service you even better today at a training session. How may I help you until he (she) returns? Excuses, Excuses, Excuses 57 EXCELLENT SERVICE EXCELLENT SERVICE EXCELLENT SERVICE The Customer’s Perception Of Reality Is The Reality You Must Deal With!