 Best Sellers | | Home Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series) | |
|  | |  | | | Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series) | | | | | SKU:
ACAMP_book_usedgood_007144453X | | In Stock | | Availability:
Usually ships in 1 business days | | Only 2 left in stock, order soon! | | | | | | 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: | | | |
List Price:
| $9.95 | |
Our Price:
| $3.00
& eligible for FREE Super Saver Shipping on orders over $25.
| |
You Save:
| $6.95 (70%)
|
| | |
|
| | Product Details | | Author: | Robert Bacal | | Paperback: | 175 pages | | Publisher: | McGraw-Hill | | Publication Date: | December 29, 2004 | | Language: | English | | ISBN: | 007144453X | | Product Width: | 126.0 centimeters | | Product Height: | 203.5 centimeters | | Product Weight: | 0.54 pounds | | Package Length: | 7.8 inches | | Package Width: | 5.0 inches | | Package Height: | 0.5 inches | | Package Weight: | 0.55 pounds | | Average Customer Rating: |  based on 10 reviews |
| |
| | Customer Reviews | Average Customer Review: ( 10 customer reviews )
Write an online review and share your thoughts with other customers.
Most Helpful Customer Reviews
25 of 25 found the following review helpful:
 Short, practical, concise help for dealing with customers Apr 28, 2005
By Mary Skiller
"Mary"
The book begins with a section outlining some sixty specific customer service techniques, and describes each of them. Some are very basic, and some are more advanced, particularly those that deal with dealing with angry customers, or preventing problems with customers from escalating and becoming time consuming.
But that's not the meat of the book, or what makes the book so useful. The rest of the book contains about sixty vignettes or dialogues between customers and staff, showing how the various situations SHOULD be handled. Each vignette is short, and to the point and the information for each one can be assimilated and learned from in a very few minutes.
I like this book because it can be used in so many ways. You can sit and read it through. You can browse it and just read the parts that you want help with. You can read one or two vignettes, and learn one or two skills a day, since each segment really stands on its own. It's a great source book to use in customer service training, because it's all there -- techniques, and how to use them.
It's low priced. It's quick to learn from. And it's real. Most of the vignettes struck home with me. I bet I've had most of these situations.
If there's a better, faster book to learn how to deal with customers (especially the difficult customers), I haven't found it yet.
6 of 6 found the following review helpful:
 Quick and easy read, lots of valuable tips Aug 31, 2007
By 2MANYBOOKZ
"2MANYBOOKZ"
This book is succinct and easy to reference. I have 20+ years customer service experience and WOULD recommend this book to anyone who is open-minded to trying new tools and techniques. If you are having trouble with customers, change your approach. This book will help you do just that.
What the world needs now is more customer service!
5 of 5 found the following review helpful:
Fairly pleased May 04, 2009
By Katie G.
This book was exactly what I expected it to be. I love that it not only gives you ideas for how to respond, it also breaks it down to what skills are used in the wording (such as empathy). My customer service agents are utilizing this book to help improve their quality of customer service. A lot can be learned from this book.
5 of 6 found the following review helpful:
 Some useful content. But beware: Customer's don't like canned scripts! Dec 05, 2008
By Simon Hazeldine
There is some useful content in this book, particularly related to what not to say. Saying the wrong thing to a customer is often worse than saying nothing at all! The example dialogues help to bring the book to life. My reservation is that in my experience customers in today's modern world are intelligent and discerning. They can usually detect if a customer service or sales representative is using "canned scripts". When working with organisation's to improve their customer service my preferred approach (and that of my customer's!) is to provide people with a framework that they can adapt to their own personal style. People can still be trained what to say and what not to say but, most importantly, they do this is a way that is genuine and authentic to them. This comes across very positively to the customer and avoids the customer service/sales person sounding like an automaton! I do endorse certain powerful phrases (or "mini scripts" if you like) and you will find material to help in this book.
Simon Hazeldine Bestselling Author of "Bare Knuckle Customer Service", "Bare Knuckle Selling" and "Bare Knuckle Negotiating"
Very Useful Oct 18, 2009
By Jen
This book offers many different scripts for difficult customer situations. I have been in customer service for several years and the book gave me some reminders as well as some new ideas that I plan to try out. Any one who is new to customer service should read this book!
See all 10 customer reviews on Amazon.com
| |
| |
| |  | |  |
|
Recently Viewed | You may also like ... |
