This insightful and funny handbook identifies everyday excuses for why customers don't receive first class service-and suggests what reps on the front-line should do or say instead. Excuses, Excuses, Excuses is designed to increase service employees' awareness of the attitudes that frustrate customers-and drive business away. There's no better way to reinforce the importance of caring, professional and customer-focused service. The authors-both established experts in customer service-highlight 117 excuses commonly heard and used. The easy-to-reference format puts alternative responses within fingertip reach, making this a highly practical guide you'll use over and over

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