Product Description

Most employees can benefit from learning to use specific verbal techniques to handle customers

Difficult customers especially can take a toll on both company bottom lines and the health and well being of employees. In the best-case scenario, angry customers who are not defused properly will not return.

This book provides clear explanations of the techniques an employee can apply, plus 101 dialogues and scripts that can be learned and adapted for immediate use.

Product Details

• Amazon Sales Rank: #25718 in Books
• Published on: 2005-02-01
• Original language: English
• Number of items: 1
• Binding: Paperback
• 175 pages

From the Back Cover

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.

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.

Customer Reviews

Top Notch!
I bought this book to use at work, as part of my job involves Customer Services. It was brilliant (in fact I read it all in one go) and it now lives under my desk! The opening chapter deals with general basics which are a useful reminder, however it's the rest of the book that earns its stripes. Just about every situation you could think of is presented clearly and concisely, each to a separate page, with examples of how a conversation may go and how to respond. I've encountered some super tricky Customers (you know who you are!) and this book has shown me how to handle them all.
I've now changed my Customer 'scripts' to fit in with the book and this has proved very successful, with some great feedback from happy Customers. Highly recommended to anyone with an interest in this area.

Doesn't teach you anything you didn't already know
The book is only suited to those who lack social skills, common sense and have never worked with the public before. Most of the solutions are too short, lacking in detail and just unrealistic. The phrases proposed are wooden and patronising. Dissapointing.

Disappointing
I really wanted to like this book as I really needed something useful for my job. Maybe it is useful to complete novices. I found the style rather offputting and could only imagine robots spouting such phrases. I don't want this to come out the wrong way, but is it because it is American, and so maybe they have a different approach? Personally I would have preferred something more humanistic in its approach, where you could connect more with the customer(s). As it was, I ended up imagining Daleks spouting off these phrases!