Powerful Phrases for Effective Customer Service

Over 700 Ready-to-Use Phrases and Scripts That Really Get Results

by Renee Evenson

On Sale: September 12, 2012

Price: $19.99

Book Summary

Say goodbye to rage-inducing customer interactions. With more than seven hundred phrases and scripts to choose from, this indispensable reference explains how to diffuse even the most difficult situations--and ensure everyone leaves happy.

About the Book

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.

Product Details

  • ISBN: 9780814420324
  • ISBN 10: 081442032X
  • On Sale: September 12, 2012
  • Pages: 304
  • List Price: $19.99
  • Trim Size: 152.000mm x 229.000mm x 19.000mm
  • Category 1 : BUSINESS & ECONOMICS / Business Communication / General
  • Category 2 : BUSINESS & ECONOMICS / Customer Relations
  • Category 3 : BUSINESS & ECONOMICS / Reference
  • Category 4 : BUSINESS & ECONOMICS / Conflict Resolution & Mediation