The Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results
Paperback 304 pages English September 12, 2012
(No reviews yet)
Write a Review
Write a Review
Amacom
The Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results
Millions of titlesEvery book you're looking for
Carbon-neutral shippingFree on orders over $39.99
Fast shipping worldwideDelivered to your door
Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you'll always have the right words to defuse tense interactions.Practical and insightful, this book ensures you'll never again be at a loss for what to say to customers.In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction.Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you'll have the right words as tools at your disposal and the skills to deliver those words effectively.By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service.
- Author:
- Renee Evenson
- Publisher:
- AMACOM
- Publication Date:
- September 12, 2012
- Number of pages:
- 304 pages
- Language:
- English
- Binding:
- Paperback
- ISBN-10:
- 081442032X
- ISBN-13:
- 9780814420324