customer service training boulder

Four Excuses to Scare off a Customer...Forever

August 22, 2011 -- Sal Silvester

Here are 4 real-life excuses that will scare off a retail customer every time.

Excuse One: “It’s our policy.”

Ah, the dreaded fallback position from employees and organizations that have no clue about what the customer needs. Smells like complacency to me. In other words, corporate has my hands tied and I can’t do anything for you.

Excuse Two: “My manager is on vacation for the next week.”

This seriously happened to me. Right after excuse number 1. Sounds a lot like "my dog ate my homework."

My Annual Physical: The Model for Really Bad Service

March 31, 2010 -- Sal Silvester

I had my annual physical the other day, and it reminded me of how customer service can be so bad, and how easy it could be to be really good.

Here's how my experience went at the doctor's office.

"Hi, my name is Sal Silvester. I am here for an 8:30 appointment."

Receptionist partially ignores me, continues to dial a phone call, and points a finger at me as if to say "hold on for one minute." My mother always taught me to never point fingers.

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