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

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3.67  ·  Rating Details ·  85 Ratings  ·  7 Reviews
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. This book provides explanations of the techniques an employee can apply. It includes 101 dialogues and scripts that can be used.
Paperback, 222 pages
Published January 1st 2005 by McGraw-Hill Companies (first published December 29th 2004)
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PurplyCookie
"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

The book begins
...more
PurplyCookie
May 24, 2012 PurplyCookie rated it really liked it
"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

The book begins
...more
Allie
Definitely recommended for library folks. Someone returned it and I picked I up while sorting and was very pleasantly surprised. So many good tips for handling situations I see all the time in circulation AND reference. It has a section about techniques and a much larger section of situations. Things like handling people who want to cut in line or interrupt, and patrons yelling and swearing or playing employees off one another. I think everyone could periodically use a refresher on this kind of ...more
Alexander Kelley
This book has a lot of great tips for people who aren't naturally comfortable dealing in a service environment. I picked it up looking for ways to organize information for front of line staff. It has helped setup several training manuals for the businesses I aid in.
Katie
May 14, 2015 Katie rated it really liked it
Though not every situation is applicable in my area, this book offered solid examples and tips for conversation. The specific examples can, I think, be easily tailored to fit many situations.
John Sakalauskas
Reasons for why customers behave like they do and scripts that can be used as an adjunct to a customer service training program.
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Author Says Hello 1 4 Aug 31, 2013 10:25AM  
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65535
I spent far too long in school and higher education, studying various aspects of psychology, education and cognitive science. I finally left the nest, and ended up in Winnipeg, Canada teaching college teachers how to teach, then on to the Government of Manitoba.
About 20 years ago he started his own training and consulting business.
But the more interesting stuff is that in and around 1998, I was ap
...more
More about Robert Bacal...

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Perfect Phrases (1 - 10 of 98 books)
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“We need to focus not only on what we provide to the customer, but on how we provide it.” 1 likes
“Can we come up with a phrase or two that realistically describe how we should treat customers? Yes. Here are two short phrases that fit the bill. The customer always deserves to be treated as if he or she is important and his or her opinions, needs, and wants are worth your attention. The customer deserves to receive maximum effort of those serving him or her, even when” 0 likes
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