Goodreads helps you keep track of books you want to read.
Start by marking “Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation” as Want to Read:
Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation
Enlarge cover
Rate this book
Clear rating
Open Preview

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

by
3.68  ·  Rating Details ·  82 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)
More Details... edit details

Friend Reviews

To see what your friends thought of this book, please sign up.

Reader Q&A

To ask other readers questions about Perfect Phrases for Customer Service, please sign up.

Be the first to ask a question about Perfect Phrases for Customer Service

This book is not yet featured on Listopia. Add this book to your favorite list »

Community Reviews

(showing 1-30 of 245)
filter  |  sort: default (?)  |  Rating Details
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
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.
Allie
Feb 18, 2013 Allie rated it really liked it
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
Malika
Jul 16, 2015 Malika rated it really liked it
A very good series of books.
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.
Angie
Angie rated it really liked it
Sep 13, 2016
BookDB
BookDB marked it as to-read
Sep 13, 2016
Jade
Jade marked it as to-read
Sep 07, 2016
Wendy Gibson
Wendy Gibson rated it it was amazing
Aug 29, 2016
Fathima
Fathima marked it as to-read
Jul 30, 2016
Margaryta
Margaryta rated it really liked it
Jul 21, 2016
Leaf
Leaf is currently reading it
Jul 05, 2016
Wilda
Wilda marked it as to-read
Jul 02, 2016
Paul
Paul marked it as to-read
Jun 26, 2016
Tensy MB
Tensy MB rated it liked it
Jun 22, 2016
Jim Chaaban
Jim Chaaban rated it it was amazing
Jun 18, 2016
BIRD
BIRD rated it it was amazing
May 26, 2016
Dana Nistico
Dana Nistico rated it liked it
May 26, 2016
Mary
Mary added it
Aug 03, 2016
charlotte
charlotte rated it liked it
May 10, 2016
Reem Boualem
Reem Boualem rated it liked it
Jun 11, 2016
Shelly
Shelly rated it really liked it
May 03, 2016
« previous 1 3 4 5 6 7 8 9 next »
topics  posts  views  last activity   
Author Says Hello 1 4 Aug 31, 2013 10:25AM  
  • Customer Service for Dummies
  • Perfect Phrases for Dealing with Difficult People: Hundreds of Ready-To-Use Phrases for Handling Conflict, Confrontations, and Challenging Personalities
  • Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
  • The Secrets of Facilitation: The S.M.A.R.T. Guide to Getting Results with Groups
  • Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives
  • Developing Management Skills
  • The Smart Cookies Guide to Making More Dough: How to Spend Smart, Get Rich and Live a Fabulous Life
  • Accounting for Dummies
  • Co-Active Coaching: New Skills for Coaching People Toward Success in Work and, Life
  • Superbosses: How Exceptional Leaders Master the Flow of Talent
  • Making Sense of Wine
  • Customer Mania!: It's Never Too Late to Build a Customer-Focused Company
  • Business Storytelling for Dummies
  • The Strategy Process
  • Doing a Literature Review: Releasing the Social Science Research Imagination
  • Organizational Behavior: Emerging Realities for the Workplace Revolution
  • 1001 Things Every Teen Should Know Before They Leave Home: (Or Else They'll Come Back)
  • Idea Mapping: How to Access Your Hidden Brain Power, Learn Faster, Remember More, and Achieve Success in Business
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...

Other Books in the Series

Perfect Phrases (1 - 10 of 98 books)
  • Perfect Phrases for Business Letters
  • Perfect Phrases for Performance Reviews
  • Perfect Phrases for Resumes
  • Perfect Phrases for Managers and Supervisors: Hundreds of Ready-to-Use Phrases for Any Management Situation (Perfect Phrases Series)
  • Perfect Phrases for Leadership Development
  • Perfect Phrases for Dealing with Difficult People: Hundreds of Ready-To-Use Phrases for Handling Conflict, Confrontations, and Challenging Personalities
  • Perfect Phrases for Conflict Resolution: Hundreds of Ready-To-Use Phrases for Encouraging a More Productive and Efficient Work Environment
  • Perfect Phrases for Cover Letters
  • Perfect Phrases for the Sales Call
  • The Complete Book of Perfect Phrases Book for Effective Managers

Share This Book



“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
More quotes…