O'Reilly logo

Service Failure by Jeff Toister

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

image

CHAPTER 1

Customer Service Doesn’t Come Naturally

Hidden Obstacles to Serving Customers

The cashier at the fast-food restaurant scowled as I handed him my payment. He looked at the $5 bill I’d given him, glanced at the $4.05 displayed on his register, and then looked back at me asking, “Don’t you have a nickel?”

“Sorry,” I replied. “All I have is that $5 bill.”

The cashier heaved a tremendous sigh, looked me in the eye, and said, “I hate people like you.”

I stood in stunned silence while he counted out my change from his cash drawer and slammed the coins on the counter. “There,” he said. “Now you have some cents!”

I was speechless and embarrassed. ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required