I'd predict that 99 percent of the small talk in the staff elevator at my library involves the following question and its answers: "Are you reading...
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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.
Synopsis:
Tools for pleasing even the most demanding customers
A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including:
Clear explanations of the reasons for difficult customer behaviors
Proven tools and techniques for successfully handling even the most cantankerous customers
101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture
For more information, visit www.customerservicezone.com
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.
"Synopsis"
by McGraw,
Tools for pleasing even the most demanding customers
A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including:
Clear explanations of the reasons for difficult customer behaviors
Proven tools and techniques for successfully handling even the most cantankerous customers
101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture
For more information, visit www.customerservicezone.com
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