By Darryl S. Doane
This insightful and humorous instruction manual identifies daily excuses for why shoppers don’t obtain firstclass 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’ understanding of the attitudes that frustrate customers—and force enterprise away. There’s no greater solution to toughen 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, together with: • Excuse #1:My machine 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 salesclerk is with one other shopper • Excuse #117:If you are going to elevate our web content you are going to locate that info. The easy-to-reference layout places replacement responses inside of fingertip succeed in, making this a hugely functional advisor you’ll use many times.