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Customer Service Nightmares

Overview

From the Experience of everyone's worst day comes a collection of real stories of some of the worst customer service nightmares ever experienced.

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Overview

From the Experience of everyone's worst day comes a collection of real stories of some of the worst customer service nightmares ever experienced.

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What People Are Saying

Jane Applegate
Friedman's book iis a wake-up call for anyone who deals with the public. . . A real eye-opener filled with terrific advice.
Zemke
It's true. Not every customer is a joy to serve. But Friedman makes clear, valuable insights live in the most impossible of situations.
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Product Details

  • ISBN-13: 9781560524984
  • Publisher: Axzo Press
  • Publication date: 7/1/1998
  • Edition number: 1
  • Pages: 154
  • Product dimensions: 6.10 (w) x 9.05 (h) x 0.33 (d)

Table of Contents

Chapter 1: "What Part of the Work 'No' Can't You Understand?" Principle Number One of Bad Customer Service: They're Grateful for the Chance to Vent In Short: Tale of the Rusty Car Whose Attitude? In Short: He Was Only Doing What He Was Told Being Nice Is Not Necessarily Being Helpful In Short: You've Got to Have Everything, Don't You? When Do-It-Yourself Means Just That From Nancy's Notebook In Short: You're Not Supposed to Call! In Short: It's All Your Fault! Pennies Do Count Chapter 2: Principle Number Two of Bad Customer Service: Tomorrow's Joke Repair Hell In Short: Sounds Fishy to Us! In Short: The Tim Conway Routine From Nancy's Notebook The Joke's on Me! Leave No Stone Unturned Have You Ever Called You? In Short: "And Have a Nice Day!" Reduced Fare? No Food for You! Do-It-Yourself Gas Bills In Short: You Just Can't Trust Husbands Chapter 3: Principle Number Three of Bad Customer Service: The Memory of an Elephant If No One is There, Then Who Are You? No Gift Wrap, Please Trick or Treat? Wrong From the Start The Telephone Monster In Short: Spank His What? In Short: Lawyers? This is About Chicken Hair Today - Gone Tomorrow From Nancy's Notebook The Surprise Element In Short: A New Meaning to the Term "Anal Retentive!" From Nancy's Notebook WACTEO Chapter 4: Principle Number Four of Bad Customer Service: "You're Not Going to Believe This" "Too Bad For You!" In Short: Old Ladies? Of course they lose Their Coats In Short: Getting to Know You . . . Really Only Game in Town - For Now! Loud and Clear Can Be-Dumb In Short: Not yet! No Customer Service Monkeys in Russia From Nancy's Notebook In Short: Let Me Tell You about My Boss The Doctor and the Patient "That's Not My Job" or One Word Willie In Short: That's All Right, There'll Be Peanuts on the Plane In Short: A Real Frame-Up! Out to Lunch, Literally From Nancy's Notebook Chapter 5: Principle Number Five of Bad Customer Service: No Return, No Deposit In Short: Flushing It Out Mistaken Identity In short: OK? Well, That's Just Swell of You! In Short: We Love you, but only if You're New Which Came First - The Chicken or the Egg? The Three-to-Eleven Ratio "Down Under" Gets Upset, Too! Shame on You Small Town, Big Mouth In Short: To Test or Not to Test In Short: Just customers? Not Important Enough! A Customer Service Failure - What's in a Name? From Nancy's Notebook In Short: Too Bad! You Had Your Chance Twenty Years and Holding Chapter 6: Principle Number Six of Bad Customer Service: Free Advertising - The Kind You Don't Want To Point or Not to Point? That Is the Question In short: Not at All a Cheesy Matter In short: Freedom of Choice in Today's Quality Health Care You never know Who's Listening In Short: Uncle Sam Serving You In Short: If They Do, Let Me Know So Why Didn't You Tell Me that in the First Place? Yoo Hoo! Is Anybody There? In Short: Sale of the Century The Leopard Doesn't Change Its Spots In Short: What Do You Expect from a Wingnut? In Short: Who is This, Bigfoot? My Boyfriend Made Me Do It In Short: Telling the Caller to Cool His Jets A Fun Day at the Park From Nancy's Notebook Chapter 7: Principle Number Seven of Bad Customer Service: Hell Hath No Fury like a Customer Scorned Little Things Mean a Lot From Nancy's Notebook From Nancy's Notebook Like an Abbott and Costello Routine: Who's this? And We Couldn't Let You Go Without Telling You About Just who gave out this Service Number? When No News is No Business How Dar You Expect Proper Treatment Sometimes Not Being Put on Hold is better than being put on Hold If You Can't Trust (or Get Good Service From) Your Phone Company, Who Can you Trust? At Least You Got the Prescription Back So Go Across the Street Refunds? Overcharges? There's a Difference? The Seven Principles of Bad Customer Service

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