By Doane D.S., Sloat R.D.
This insightful and humorous instruction manual identifies daily excuses for why shoppers don’t obtain top notch service—and indicates what reps at the front-line should still do or say as a substitute. Excuses, Excuses, Excuses is designed to extend provider staff’ information of the attitudes that frustrate customers—and force company away. There’s no greater method to make stronger the significance of being concerned, expert and customer-focused carrier. The authors—both validated specialists in patron service—highlight 117 excuses normally 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 could raise our online page you are going to locate that details. The easy-to-reference structure places replacement responses inside of fingertip achieve, making this a hugely sensible 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!
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.
Excuse 25—Don’t you know what you want? What should have happened: May I ask you a few questions so that we can deliver the exact item you need for the best value? Insights: Don’t ever come across as condescending to the customer. That can be a very Excuses, Excuses, Excuses 31 EXCELLENT SERVICE EXCELLENT SERVICE EXCELLENT SERVICE A True Master Is Never Satisfied And Never Too Comfortable. EXCELLENT SERVICE EXCELLENT SERVICE EXCELLENT SERVICE costly error. Accept the challenge before you while remaining professional throughout.
These questions usually begin with who, what, why, when, where, or how and probe the mind of your customer. This allows the customer to talk more so that you can listen more to truly understand what she needs and how to solve her problem. Excuse 26—The customer asked for the wrong person. What should have happened: May I please have some further information so that I may direct your call to the proper individual? Insights: You want to be certain that the customer is dealing with the individual who will best address his needs and solve his problem.
Excuses, Excuses, Excuses: For Not Delivering Excellent Customer Service-And What Should Happen! by Doane D.S., Sloat R.D.
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