Perfect Phrases for Customer Service, Second Edition
Series: Perfect Phrases Series;
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Product details:
- Edition number 2
- Publisher McGraw Hill
- Date of Publication 16 January 2011
- ISBN 9780071745062
- Binding Paperback
- No. of pages256 pages
- Size 203x127x12 mm
- Weight 260 g
- Language English 0
Categories
Short description:
Filled with specific defusing tactics and key behavioral insights, this new edition shows how to reduce stress, find the right words to say, and handle hostile customers with ease and confidence.
MoreLong description:
THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME
You've heard it a million times: "The customer is always right." But let’s face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee.
Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and phrases for:
- Defusing bad situations before they get worse
- Handling complaints patiently and professionally
- Satisfying customers and increasing sales
- Building long-term relationships with important customers
THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME
You've heard it a million times: "The customer is always right." But let’s face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee.
Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and phrases for:
- Defusing bad situations before they get worse
- Handling complaints patiently and professionally
- Satisfying customers and increasing sales
- Building long-term relationships with important customers
Table of Contents:
Partial Table of Contents:
Preface; About the Author; Part One: Succeeding at Customer Service; Chapter 1: Basics of Customer Service; Chapter 2: Customer Service Tools and Techniques; Part Two: Dealing with Specific Customer Situations;
More
