Book : Perfect Phrases For Customer Service, Second Edition.

-Titulo Original : Perfect Phrases For Customer Service, Second Edition (perfect Phrases Series)

-Fabricante :

McGraw Hill

-Descripcion Original:

From the Publisher Robert Bacal is the author of Managing Performance and The Complete Idiots Guide to Consulting, and he runs the management website work911 . THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIMEYouve heard it a million times: The customer is always right. But let’s face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee. Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and phrases for:Defusing bad situations before they get worse Handling complaints patiently and professionally Satisfying customers and increasing sales Building long-term relationships with important customers About the Author Robert Bacal is the author of Managing Performance and The Complete Idiots Guide to Consulting, and he runs the management website work911 . Excerpt. © Reprinted by permission. All rights reserved. PERFECT PHRASES for CUSTOMER SERVICEHundreds of Ready-to-Use Phrases for Handling Any Customer Service SituationBy Robert BacalThe McGraw-Hill Companies, Inc.Copyright ©2011 The McGraw-Hill Companies, Inc.All rights reserved.ISBN: 978-0-07-174506-2ContentsPreface to the Second EditionPart One. Succeeding at Customer ServiceChapter 1. Basics of Customer ServiceChapter 2. Customer Service Tools and TechniquesPart Two. Dealing with Specific Customer Situations1. When Youre Late or Know Youll Be Late2. When a Customer Is in a Hurry3. When a Customer Jumps Ahead in a Line of Waiting Customers4. When a Customer Asks to Be Served Ahead of Other Waiting Customers5. When a Customer Interrupts a Discussion Between the Employee and Another Customer6. When a Customer Has a Negative Attitude About Your Company Due to Past Experiences7. When You Need to Explain a Company Policy or Procedure8. When a Customer Might Be Mistrustful9. When the Customer Has Been Through Voicemail Hell10. When a Customer Is Experiencing a Language Barrier11. When the Customer Has Been Buck-Passed12. When a Customer Needs to Follow a Sequence of Actions13. When the Customer Insults Your Competence14. When a Customer Wont Stop Talking on the Phone15. When the Customer Swears or Yells #116. When the Customer Swears or Yells #217. When a Customer Wont Stop Talking and Is Getting Abusive on the Phone #118. When a Customer Wont Stop Talking and Is Getting Abusive on the Phone #219. When a Customer Has Been Waiting in a Line20. When You Dont Have the Answer21. When Nobody Handy Has the Answer22. When You Need to Place a Caller on Hold23. When You Need to Route a Customer Phone Call24. When You Lack the Authority to ...25. When a Customer Threatens to Go Over Your Head26. When a Customer Demands to Speak with Your Supervisor27. When a Customer Demands to Speak with Your Supervisor, Who Isnt Available28. When a Customer Threatens to Complain to the Press29. When a Customer Demands to Speak to the Person in Charge30. When a Customer Makes an Embarrassing Mistake31. When a Customer Withholds Information Due to Privacy Concerns32. When a Customer Threatens Bodily Harm or Property Damage33. When a Customer Is Confused About What He or She Wants or Needs34. When a Customer Makes a Racist Remark35. When a Customer Makes a Sexist Remark36. When a Customer Refuses to Leave37. When a Customer Accuses You of Racism38. When a Customer Plays One Employee Off Another (So-and-So Said)39. When a Customer Might Be Stealing40. When a Customer Is Playing to an Audience of Other Customers41. When a Customer Exhibits Passive-Aggressive Behavior42. When a Customer Uses Nonverbal Attempts to Intimidate43. When a Customer Makes Persistent and Frequent Phone Calls44. When Some