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Perfect Phrases For Customer Service 2/E : Perfect Phrases Series - Robert Bacal

Perfect Phrases For Customer Service 2/E

Perfect Phrases Series

Paperback Published: 10th November 2010
ISBN: 9780071745062
Number Of Pages: 256

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The Right Phrases for Every Situation . . . Every Time

You've heard it a million times: "The customer is always right." But let's face it, sometimes the customer is misinformed, confused, or downright difficult. 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. Learn the most effective language for: Defusing a tense situation before it gets worse Dealing with complaints patiently and professionally Satisfying customers at every turn and increasing sales Building long-term relationships with important customers

Preface to the Second Editionp. ix
Succeeding at Customer Service
Basics of Customer Servicep. 3
What's in it for Me?p. 4
Different Kinds of Customersp. 6
First Things First-Dispelling an Important Customer Service Mythp. 8
Understanding what Customers Wantp. 10
How to get the most from this Bookp. 13
Customer Service Tools and Techniquesp. 15
Above and Beyond the Call of Dutyp. 16
Acknowledge Customer's Needsp. 16
Acknowledge Without Encouragingp. 17
Active Listeningp. 17
Admit Mistakesp. 18
Allow Ventingp. 18
Apologizep. 19
Appropriate Nonverbalsp. 19
Appropriate Smilesp. 19
Arrange Follow-Upp. 20
Ask Probing Questionsp. 20
Assurances of Effortp. 21
Assurances of Resultsp. 21
Audience Removalp. 22
Bonus Buy Offp. 22
Broken Recordp. 22
Close Interactions Positivelyp. 23
Common Courtesyp. 23
Complete Follow-Upp. 24
Contact Security/Authorities/Managementp. 24
Disengagep. 25
Distractp. 25
Empathy Statementsp. 26
Expeditep. 26
Expert Recommendationsp. 27
Explain Reasoning or Actionsp. 27
Face-Saving Outp. 28
Find Agreement Pointsp. 28
Finish Off/Follow Upp. 29
Isolate/Detach Customerp. 29
Levelp. 29
Manage Height Differentials/Nonverbalsp. 30
Manage Interpersonal Distancep. 30
Not Taking the Baitp. 31
Offering Choices/Empoweringp. 32
Plain Languagep. 32
Preemptive Strikep. 33
Privacy and Confidentialityp. 33
Pros and Consp. 34
Provide Alternativesp. 34
Provide a Customer Takeawayp. 35
Provide Explanationsp. 35
Question Instead of Statep. 36
Refer to Supervisorp. 36
Refer to Third Partyp. 37
Refocusp. 38
Set Limitsp. 38
Some People Think That (Neutral Mode)p. 40
Stop Sign-Nonverbalp. 40
Suggest an Alternative to Waitingp. 41
Summarize the Conversationp. 41
Telephone Silencep. 42
Thank-Yousp. 43
Timeoutp. 43
Use Customer's Namep. 43
Use of Timing with Angry Customersp. 44
Verbal Softenersp. 44
Voice Tone-Emphaticp. 45
When Questionp. 45
You're Right!p. 46
Dealing with Specific Customer Situations
When you're Late or Know You'll Be Latep. 49
When a Customer Is in a Hurryp. 52
When a Customer Jumps Ahead in a Line of Waiting Customersp. 54
When a Customer Asks to Be Served Ahead of Other Waiting Customersp. 56
When a Customer Interrupts a Discussion between the Employee and Another Customerp. 58
When a Customer has a Negative Attitude About Your Company Due to Past Experiencesp. 60
When You Need to Explain a Company Policy or Procedurep. 63
When a Customer Might Be Mistrustfulp. 66
When the Customer Has Been Through Voicemail Hellp. 69
When a Customer Is Experiencing a Language Barrierp. 72
When the Customer Has been "Buck-Passed"p. 75
When a Customer Needs to Follow a Sequence of Actionsp. 77
When the Customer Insults Your Competencep. 79
When a Customer Won't Stop Talking on the Phonep. 81
When the Customer Swears or Yells #1p. 83
When the Customer Swears or Yells #2p. 86
When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #1p. 89
When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #2p. 92
When a Customer Has Been Waiting in a Linep. 95
When You Don't Have the Answerp. 97
When Nobody Handy Has the Answerp. 101
When You Need to Place a Caller on Holdp. 104
When You Need to Route a Customer Phone Callp. 107
When You Lack the Authority to ...p. 109
When a Customer Threatens to go Over Your Headp. 111
When a Customer Demands to Speak with Your Supervisorp. 113
When a Customer Demands to Speak with Your Supervisor, Who Isn't Availablep. 116
When a Customer Threatens to Complain to the Pressp. 118
When a Customer Demands to Speak to the "Person in Charge"p. 121
When a Customer Makes an Embarrassing Mistakep. 125
When a Customer Withholds Information Due to Privacy Concernsp. 128
When a Customer Threatens Bodily Harm or Property Damagep. 131
When a Customer Is Confused About What He or She Wants or Needsp. 135
When a Customer Makes a Racist Remarkp. 138
When a Customer Makes a Sexist Remarkp. 141
When a Customer Refuses to Leavep. 144
When a Customer Accuses You of Racismp. 147
When a Customer Plays One Employee Off Another ("So-and-So Said")p. 150
When a Customer Might Be Stealingp. 154
When a Customer Is Playing to an Audience of Other Customersp. 156
When a Customer Exhibits Passive-Aggressive Behaviorp. 159
When a Customer Uses Nonverbal Attempts to Intimidatep. 162
When a Customer Makes Persistent and Frequent Phone Callsp. 165
When Someone Else Is Not Responding (No Callback)p. 168
When You Need to Clarify Commitmentsp. 172
When a Customer Wants Information You're Not Allowed to Givep. 175
When a Customer Makes a Suggestion to Improve Servicep. 177
When You Can't Find a Customer's Reservation/Appointmentp. 180
When You're Following Up on a Customer Complaintp. 183
Properly Identifying the Internal Customerp. 186
When an Internal Customer Isn't Following Procedures to Request Servicep. 189
When the Customer Wants Something that Won't Fill His Needp. 192
When You Want Feedback from the Customerp. 195
When a Customer Complains About Red Tape and Paperworkp. 198
When You Need to Respond to a Customer Complaint Made in Writingp. 201
When a Reservation/Appointment Is Lost and You Can't Meet the Commitmentp. 204
When Customers Are Waiting in a Waiting Roomp. 207
When a Customer Complains about a Known Problemp. 210
When a Customer Asks Inappropriate Questionsp. 212
When a Customer Tries an Unacceptable Merchandise Returnp. 214
Social Media and Customer Service
The Connection Between Social Media and Customer Servicep. 221
Scanning, Watching, Searching (Proactive)p. 227
Triage: Proactively Prioritizing Complaints/Commentsp. 229
Contact!p. 232
Proactive Complaint Handlingp. 234
Table of Contents provided by Ingram. All Rights Reserved.

ISBN: 9780071745062
ISBN-10: 0071745068
Series: Perfect Phrases Series
Audience: Professional
Format: Paperback
Language: English
Number Of Pages: 256
Published: 10th November 2010
Publisher: McGraw-Hill Education - Europe
Country of Publication: US
Dimensions (cm): 20.5 x 12.8  x 1.5
Weight (kg): 0.25
Edition Number: 2
Edition Type: Revised