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    Dear Committee Members

    Julie Schumacher 9780385538138

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Other titles in the Perfect Phrases series:

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

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

 

Synopses & Reviews

Publisher Comments:

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.

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

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.

Product Details

ISBN:
9780071444538
Publisher:
McGraw-Hill Companies
Subject:
Management
Author:
Bacal, Robert
Subject:
Sales & Selling - Techniques
Subject:
Customer Service
Subject:
Training
Subject:
Business Communication
Subject:
Customer services
Subject:
Oral communication
Subject:
Customer relations
Copyright:
Edition Number:
1
Series:
Perfect Phrases Series
Publication Date:
January 2005
Binding:
Paperback
Grade Level:
Professional and scholarly
Language:
English
Pages:
222
Dimensions:
8.14x5.04x.61 in. .54 lbs.

Related Subjects

Business » Customer Service

Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases)
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$ In Stock
Product details 222 pages McGraw-Hill Companies - English 9780071444538 Reviews:
"Synopsis" by , 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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