By Doane D.S., Sloat R.D.
This insightful and humorous guide identifies daily excuses for why shoppers don’t obtain top quality service—and indicates what reps at the front-line may still do or say as an alternative. Excuses, Excuses, Excuses is designed to extend carrier staff’ knowledge of the attitudes that frustrate customers—and force company away. There’s no greater strategy to make stronger the significance of worrying, expert and customer-focused carrier. The authors—both demonstrated 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 buyer- Excuse №117: in case you might increase our website you'll locate that details. The easy-to-reference layout places replacement responses inside fingertip achieve, making this a hugely sensible advisor you’ll use again and again.
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Insights: Having a blank moment gives a nonprofessional image. You sometimes have to shake off what is causing the blank moment and get back into the professional flow. Do this before you pick up the phone or begin to speak to the customer. Excuse 32—We didn’t use the right shipping. What should have happened: What is the required time of arrival for this product? How do you feel about using ground shipment or is air needed? Insights: Get the facts upfront for the customer’s situation. Is it a breakdown situation?
Excuse 37—I don’t feel well today. What should have happened: How may I help you today? Insights: Even though you may not feel well, the customer doesn’t need to know that. Be as professional as you can be, and focus on the customer and not on your own situation. If you truly cannot function in a professional capacity, you should not be at work in the first place. You, as a professional, are a builder of bridges between your company and your customer. When you deliver excuses, you become a destroyer of those bridges which are critical to the survival of your company.
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. , so they know their status. This will help to avoid delays with customers and also help to alleviate the work that may pile up before you get back to the office. Excuse 49—It’s lunch time. What should have happened: This is ________________.