You need to call back next week. We will have your results then.
The lab hasn't sent us your results. We'll call you when they come in.
I'm sorry you haven't received your results yet. You had blood drawn two days ago, correct?
We can't call you with results we don't have! Someone should have told you that we wouldn't have the results until next week.
You need to...
It's company policy.
That's just the way it's done.
Prefer to talk about yourself.
Care about his or her concerns.
Consider his or her problems unimportant.
Have your own problems to deal with.
Keeping loyal customers is less expensive than finding new customers.
Keeping loyal customers is more expensive than finding new customers.
Keeping loyal customers and finding new customers are equally expensive.
Are paying attention.
Are busy with other matters.
Have other customers to deal with.
Are not responsible for his or her problems.
Not taking responsibility for a customer's problem.
Blaming someone else for a customer's problem, and referring the customer to your supervisor.
Making promises to calm a customer down, whether or not you will be able to follow through on the promise.
Following up with a customer to make sure his or her problem was corrected.
Satisfied with the customer service at your facility.
Delighted with the customer service at your facility.
Dissatisfied with the customer service at your facility.
Wait for them to ask someone else
Ask them what the problem is
Tell them to come back later
Ask a colleague or supervisor
Tell them you do not know the answer
Uniform and hygiene
Telling customers you don't know the answer to their question
Ignor the customer
Chat to colleagues all the time
Asking questions all the time
May I help you?
What are you looking for today?
Did you find everything your were looking for today?
Are you crazy?
Learn about your entire company operation.
Learn only those products and services that are related to your job.
Learn about the offerings of your competitors.
Be honest and admit there is a problem
Work together to come up with solutions
Avoid the co-worker and talk to everyone else at work about the problem with the co-worker
Both A and B
Assist that employee in understanding a better or more effective way to do something
Show an employee who is the boss
Feel good about themselves
Ensure the employee knows exactly who the persons are in their chain-of-command
We value your business
We are to busy to handle your business
As long as you are friendly when you answer the phone it does not matter how many times you let the phone ring
None of the above
To not take it personally
To use positive self-talk
Both a and b above
None of the above
Employees who don't listen to what the customer is saying.
Employees who ignore customers completely.
Employees who don't follow up or follow through.
Employees who ask too many questions.
Because you're laughing at your co-workers while picking up the phone
Because the person on the other end of the line can tell that you are smiling
Because it will relax the muscles in your face
Because smiling is fun
Because you are having a bad day