Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results
| Author | : | |
| Rating | : | 4.40 (653 Votes) |
| Asin | : | B0094J7T0M |
| Format Type | : | |
| Number of Pages | : | 115 Pages |
| Publish Date | : | 2015-05-02 |
| Language | : | English |
DESCRIPTION:
Powerful Phrases for Effective Customer Service makes a difficult job less stressful and more rewarding.” –Retail Observer. "This book is a must-have for any business dealing with the public." -- Retailing Insight “As every customer service provider knows from experience, dealing with customers isn’t easy
Interesting B. Lee Very quick and interesting read. Most of it should be common sense but so many people get flustered in the heat of the moment so its god to be reminded of how to act appropriately. This would be a good book for training purposes or if you just want to improve your customer service skills.. "Unhelpful overall for my purpose" according to Morgan S.. I purchased this hoping for some additional phrases and scenarios to share with my customer service groups (call center). This was NOT the book for me. It's geared for more face-to-face retail interactions and the examples used would be difficult to 'translate' to a phone or chat interaction (author mentions body language and eye contact a lot). Overall, regardless as to what industry you work in, these are not 'powerful phrases', but rather basic. Perhaps this book would work for someone who has never worked in a customer service. Five Stars Amazon Customer It's ok.
Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Let’s face it, dealing with customers isn’t easy. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer. Every chapter includes helpful Do This! sample scenarios that bring the phrases to life as well as Why This Works sections that provide detailed explanations.Practical and insightful, Powerful Phrases for Effective Customer Service ensures that employees will never again be at a loss for words when dealing with customers.. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. They aren’t always right—or even pleasant—but knowing the right words to use can make all the difference
She has a degree in organizational psychology and is the author of Customer Service Training 101 and Customer Service Management Training 101. . RENÉE EVENSON has worked in the customer service management field for over 30 years, including nearly two decades as a customer service manager and trainer at BellSouth Telecommunications