Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results

Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers 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 take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you’ll never again be at a loss for what to say to customers. 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.

• The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
• Customer Service Tip of the Week: Over 52 ideas and reminders to sharpen your skills
• The Customer Rules: The 39 Essential Rules for Delivering Sensational Service
• The Big Book of Customer Service Training Games (Big Book Series)
• Extra Mile: 500 Customer Service Tips for Success: Tools to Attract, Satisfy, & Retain Even the Most Difficult Customer
• Customer Service Training 101: Quick and Easy Techniques That Get Great Results
• Perfect Phrases for Customer Service, Second Edition (Perfect Phrases Series)
• Powerful Phrases for Dealing with Difficult People: Over 325 Ready-to-Use Words and Phrases for Working with Challenging Personalities
• Be Our Guest (Revised and Updated Edition): Perfecting the Art of Customer Service (A Disney Institute Book)
• The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations