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Customer Service Nightmares
ISBN: 1-56052-498-7 © 1999
Published: July 31, 1998
Price: $12.95

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Duration:
Self-study
Description:
From the Experience of everyone's worst day comes a collection of real stories of some of the worst customer service nightmares ever experienced. With invaluable clarity, Nancy Friedman, The Telephone Doctor(R), examines these incredible stories and shares her experienced insights with you. A perfect primer on the worst customer service practices and how to avoid or correct them.
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