Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series)

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9780071444538: Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series)

Most employees can benefit from learning to use specific verbal techniques to handle customers

Difficult customers especially can take a toll on both company bottom lines and the health and well being of employees. In the best-case scenario, angry customers who are not defused properly will not return.

This book provides clear explanations of the techniques an employee can apply, plus 101 dialogues and scripts that can be learned and adapted for immediate use.

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From the Back Cover:

HOW TO SAY THE RIGHT THING AT THE RIGHT TIME

Every manager and employee has heard the phrase "The customer is always right." But let's face it. Sometimes the customer is misinformed or confused--or just downright difficult to deal with. Even so, customer service is the single most important key to success in today's highly competitive marketplace. Perfect Phrases for Customer Service provides perfect solutions for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. It's a complete service-training program in one handy guide, featuring:

  • 101 ready-to-use scripts and phrases for more successful service
  • Verbal tools and techniques to deal with customer complaints
  • Common business scenarios and bottom-line solutions
  • Secrets of self-control: learning what not to say or do
  • Proven strategies for satisfying customers and increasing sales

Filled with specific defusing tactics and key behavioral insights, this user-friendly handbook can show you how to reduce stress, find the right words to say, and handle hostile customers with ease and confidence. Even if the customer is sometimes wrong, you'll know the right way to build long-term relationships and achieve long-lasting results in every business situation.

About the Author:

Robert Bacal is the author of Managing Performance and The Complete Idiot's Guide to Consulting. His performance management website, work911.com, is visited by thousands of people every month.

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