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:
Clear explanations of the reasons for difficult customer behaviors
Proven tools and techniques for successfully handling even the most cantankerous customers
101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture
For more information, visit www.customerservicezone.com
Customer Reviews
Average Rating:
Rating: - Some useful content. But beware: Customer's don't like canned scripts!
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 ... Read More
Rating: - Solid Advice for Difficult Situations
This book provides a solid foundation for customer interactions anywhere. It is straightforward, easy to read and a valuable tool to help staff deal, particularly, with difficult customers.
Rating: - Helpful book
this is a great book to provide practical advice on how to handle specific situations. I am using this book to do a presentation for my staff.
Rating: - Quick and easy read, lots of valuable tips
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!
Rating: - Short, practical, concise help for dealing with customers
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 ... Read More
- Some useful content. But beware: Customer's don't like canned scripts!
- Solid Advice for Difficult Situations
- Short, practical, concise help for dealing with customers
