Workbook Samples

For random workbook samples, Click thumbnails below for larger images.

Hot Button and Forbidden Words

Never use these words with customers:

  • "You have to."
  • "I can't."
  • "There is no way."
  • “I don’t see what the problem is.”
  • “Could you come/call back tomorrow?”
  • “I’m new here.”
  • “It’s not my job”
  • “There’s no one here who can help you.”
  • “You’re not the first person to complain about that.”

These are probably some of the worst phrases to use with customers. They show lack of care and give customers the worst possible feeling of “indifference." Based on a US News and World Report study, 68% of customers leave because of indifference.

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