- Paperback: 175 pages
- Publisher: McGraw-Hill Professional (1 Feb 2005)
- Language English
- ISBN-10: 007144453X
- ISBN-13: 978-0071444538
- Product Dimensions: 19.8 x 12.7 x 1.3 cm
- Average Customer Review: 2.8 out of 5 stars See all reviews (5 customer reviews)
-
Amazon Bestsellers Rank:
283,299 in Books (See Top 100 in Books)
- #23 in Books > Business, Finance & Law > Sales & Marketing > Sales Techniques
Perfect Phrases for Customer Service
and over one million other books are available for Amazon Kindle .
Learn more
| |||||||||||||||
 Trade In this Item for up to £0.25
Get an extra £5 when you trade in books worth £10 or more until June 30, 2012. Trade in Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series) for an Amazon.co.uk gift card of up to £0.25, which you can then spend on millions of items across the site. Trade-in values may vary (terms apply). Find more products eligible for trade-in.
|
|
There is a newer edition of this item:
|
Product details |
More About the Author
Product Description
Product Description
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.
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.
Inside This Book
(Learn More)
Front Cover | Copyright | Table of Contents | Excerpt | Back Cover
Explore More
Concordance
Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt | Back Cover
Tags Customers Associate with This Product(What's this?)Click on a tag to find related items, discussions, and people.
|
What Other Items Do Customers Buy After Viewing This Item?
Customer Reviews
Most Helpful Customer Reviews
4 of 5 people found the following review helpful
Format:Paperback
I bought this book to use at work, as part of my job involves Customer Services. It was brilliant (in fact I read it all in one go) and it now lives under my desk! The opening chapter deals with general basics which are a useful reminder, however it's the rest of the book that earns its stripes. Just about every situation you could think of is presented clearly and concisely, each to a separate page, with examples of how a conversation may go and how to respond. I've encountered some super tricky Customers (you know who you are!) and this book has shown me how to handle them all.
I've now changed my Customer 'scripts' to fit in with the book and this has proved very successful, with some great feedback from happy Customers. Highly recommended to anyone with an interest in this area.
I've now changed my Customer 'scripts' to fit in with the book and this has proved very successful, with some great feedback from happy Customers. Highly recommended to anyone with an interest in this area.
3 of 4 people found the following review helpful
Format:Paperback
just common sense ideas which most people dont need reminding of. Not in the least bit inspiring. The best book on customer service for me so far is
Secret Service: Licence to Thrill Your Customers now that is full of thought-provoking ideas to achieve excellent customer service skills.
Secret Service: Licence to Thrill Your Customers now that is full of thought-provoking ideas to achieve excellent customer service skills.
3 of 4 people found the following review helpful
Format:Paperback
The book is only suited to those who lack social skills, common sense and have never worked with the public before. Most of the solutions are too short, lacking in detail and just unrealistic. The phrases proposed are wooden and patronising. Dissapointing.
Would you like to see more reviews about this item?
Were these reviews helpful?
Let us know
Most Recent Customer Reviews
interesting
It has some practical situations and ways to deal with them but I was expecting a richer theorical background.
Published 21 months ago by José Carvalho
Disappointing
I really wanted to like this book as I really needed something useful for my job. Maybe it is useful to complete novices. Read more
Published on 27 May 2009 by Loz
Listmania!
Look for similar items by category
Look for similar items by subject
Feedback
- Would you like to update product info or give feedback on images?
- I am the Author, and I want to comment on my book.
- I am the Publisher, and I want to comment on this book.
