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. ...
Get Service Failure now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
