Powerful Phrases for Effective Customer Service: Over 700 Ready-to- Use Phrases

Description: Powerful Phrases for Effective Customer Service: Over 700 Ready-to- Use Phrases and Scripts That Really Get Results by Renee Evenson Lets face it, dealing with customers isnt easy. They arent always right or even pleasant but knowing the right words to use can make the difference. This book shares over 700 phrases and scripts that have been proven time and again to defuse even difficult interactions. It makes easy for readers to confidently deliver satisfaction to customer. FORMAT Paperback LANGUAGE English CONDITION Brand New Publisher Description Lets face it, dealing with customers isnt easy. They arent always right-or even pleasant-but knowing the right words to use can make all the difference. 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. 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. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. 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. Back Cover Customers arent always right. And theyre not always pleasant. Sometimes they can be rude, combative, or downright obnoxious. As a service provider, you may be faced with the task of helping someone who has a preexisting grudge against your company, or even someone who is intoxicated or mentally unstable! Yet there are also times when its not the customer who behaves badly. If you inadvertently say or do something that causes a customer to become upset or angry, what can you do to save the interaction? Dealing with customers isnt always easy. But knowing the right words can make all the difference. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, Powerful Phrases for Effective Customer Service shows you how to incorporate language that communicates courtesy, warmth, receptiveness, rapport, enthusiasm, assurance, regret, empathy, and appreciation into your daily routine. The book contains over 700 phrases and scripts that have been proven time and again to diffuse even the most difficult exchanges you may face as a customer service professional. This practical and insightful book focuses on two critical components of service: the value of using proven "powerful" phrases, and backing up your words with appropriate actions. Youll learn the six steps to interacting successfully with your customers, as well as how to identify specific behaviors and situations and pair them with corresponding approaches for guiding the conversation swiftly and smoothly to a happy resolution. Youll also learn how to effectively engage with customers who post comments, complaints, or compliments on social media sites. Filled with helpful Do This! scenarios that reinforce the correct methods for dealing with difficult situations--as well as Why This Works sections that help you understand the motivation underlying the most effective verbal and behavioral strategies--this invaluable book proves once and for all that phenomenal customer service can be put into words. REN Author Biography RENEE 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. She has a degree in organizational psychology and is the author of Customer Service Training 101 and Customer Service Management Training 101. Review "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 isnt easy. Powerful Phrases for Effective Customer Service makes a difficult job less stressful and more rewarding." -Retail Observer Long Description Lets face it, dealing with customers isnt easy. They arent always right--or even pleasant. But experienced business author Ren Review Quote "This book is a must-have for any business dealing with the public." -- Retailing Insight Description for Bookstore Lets face it, dealing with customers isnt easy. They arent always right-or even pleasant-but knowing the right words to use can make all the difference. 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. 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. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. 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. Details ISBN081442032X Author Renee Evenson Pages 304 Year 2012 ISBN-10 081442032X ISBN-13 9780814420324 Format Paperback Imprint Amacom Place of Publication New York Country of Publication United States Short Title POWERFUL PHRASES FOR EFFECTIVE Language English Media Book DEWEY 658.812 Residence St. Simons Island St. Simons, GA, US Birth 1951 Series Amacom Subtitle Over 700 Ready-to-Use Phrases and Scripts That Really Get Results Publisher HarperCollins Focus Publication Date 2012-10-16 Audience Age 18-18 Audience General/Trade AU Release Date 2012-10-16 NZ Release Date 2012-10-16 US Release Date 2012-10-16 UK Release Date 2012-10-16 Alternative 9780814420331 We've got this At The Nile, if you're looking for it, we've got it. 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