When it comes to customer service, excuses are the quickest way to lose credibility and trust with a customer.

You know it. I know it. We all know it. Excuses…excuses…show up in many forms for many reasons. (Sometimes they are disguised as reasons.) When it comes to customer service, excuses are the quickest way to lose credibility and trust with a customer. Today, Jess Dewell speaks with Carmen Rojas, a digital marketing executive, about how to stop the customer service excuses.

Program 91 - Stop the Customer Service ExcusesStarting The Conversation:

  • What are the common excuses businesses use in customer service and how do we avoid them?
  • Blurring the lines between customer service and sales.
  • The abilities necessary to provide great customer service.

Host: Jess Dewell

Cohost: Carmen Rojas

What You Will Hear:

The bar for great customer service is higher than ever before.

Work with the infrastructure we have.

Sincerity for the frustration of our customer is a must, even when we don’t understand it or think its valid.

Up-sells and customer service.

Training (and the lack of).

Evaluate processes and look for places to increase authority.

The customer is not always right.

Build the abilities of the team by using their strengths.

The balance of metrics and solving problems.

Use the right technology to evaluate and gather data to inform decisions.

Make sure customer service is not an afterthought.

Dig deeper, look beyond.

The possibility of community.

Notable and Quotable:

Carmen Rojas: Trust your customer service to say the right thing.

Jess Dewell: Every time we see someones face, we make a connection. We get comfortable with you.

Carmen Rojas: The timing of when we choose to (up) sell affects customers perceptions.

Jess Dewell: There is a need to provide training to front line employees so they can do their best.

Jess Dewell: Making the customer always right is a way to disempower employees.

Carmen Rojas: The customer must always feel like they are right, even when they are not.

Carmen Rojas: Find ways [for employees] to be awesome.

Jess Dewell: Base employee evaluation on the responsibilities they were hired for and not where they are filling in.

Jess Dewell: When what we say doesn’t match what we do, we lose credibility.


  • Patrick Lencioni’s  The Three Signs of A Miserable Job
  • The Overcommitted Organization, Harvard Business Review

Tags: customer service, genuine, selling, problem solving, capacity, ability, disempowerment, empowerment, conflict resolution, respect, incentives, metrics, communication