Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series) [Paperback]

Robert Bacal (Author)

Book Description

Series: Perfect Phrases Series | Publication Date: December 29, 2004

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

Editorial Reviews

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.

Product Details

• Paperback: 175 pages
• Publisher: McGraw-Hill; 1 edition (December 29, 2004)
• Language: English
• ISBN-10: 007144453X
• ISBN-13: 978-0071444538
• Product Dimensions: 7.8 x 5 x 0.5 inches
• Shipping Weight: 8.8 ounces
• Average Customer Review: 3.5 out of 5 stars  See all reviews (10 customer reviews)
• Amazon Best Sellers Rank: #463,036 in Books (See Top 100 in Books)
  • #1 in Books > 4-for-3 Books > Business & Investing > Marketing & Sales > Sales & Selling > Techniques
  • #18 in Books > 4-for-3 Books > Business & Investing > Marketing & Sales > Sales & Selling > General

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Customer Reviews

Most Helpful Customer Reviews

25 of 25 people found the following review helpful:

5.0 out of 5 stars Short, practical, concise help for dealing with customers, April 27, 2005

By 

Mary Skiller "Mary" (Canada) - See all my reviews

This review is from: Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series) (Paperback)

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 people found the following review helpful:

4.0 out of 5 stars Quick and easy read, lots of valuable tips, August 31, 2007

By 

2MANYBOOKZ "2MANYBOOKZ" (NC, USA) - See all my reviews

This review is from: Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series) (Paperback)

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 people found the following review helpful:

4.0 out of 5 stars Fairly pleased, May 4, 2009

By 

Katie G. (Fl, USA) - See all my reviews

This review is from: Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series) (Paperback)

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.