Ebook Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results, by Renee Evenson
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Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results, by Renee Evenson
Ebook Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results, by Renee Evenson
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"This book is a must-have for any business dealing with the public." -- Retailing Insight
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“As every customer service provider knows from experience, dealing with customers isn’t easy. Powerful Phrases for Effective Customer Service makes a difficult job less stressful and more rewarding.” –Retail Observer
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Book Description
Let’s face it, dealing with customers isn’t easy. They aren’t always right—or even pleasant—but knowing the right words to use can make all the difference. Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. Every chapter includes helpful Do This! sample scenarios that bring the phrases to life as well as Why This Works sections that provide detailed explanations. Practical and insightful, Powerful Phrases for Effective Customer Service ensures that employees will never again be at a loss for words when dealing with customers.
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Product details
Paperback: 304 pages
Publisher: AMACOM; First edition (September 12, 2012)
Language: English
ISBN-10: 081442032X
ISBN-13: 978-0814420324
Product Dimensions:
6 x 0.8 x 9 inches
Shipping Weight: 1.2 pounds (View shipping rates and policies)
Average Customer Review:
4.2 out of 5 stars
37 customer reviews
Amazon Best Sellers Rank:
#60,594 in Books (See Top 100 in Books)
I tried to apply these techniques to online customer service and the trolls came out! Turns out being nice and empathizing with customers isn't always the way to go with non face to face interactions. My boss suggested I take a more diplomatic approach to avoid the abuse received by empathizing with people.
I deal with angry and difficult customers daily and this book has allowed me to get control of the conversation and get to actually helping the customer.
The title of this book is misleading. It's filled with customer service "scenarios" and "behaviors", not many "phrases." The book only shares very obvious phrases like saying "one moment please". I do not recommend this book if you have a general understanding of customer service.
Arrived on time, thank you, it's helping with what I'm needing.
Nothing that we dont know
I liked the premise of the book but it is very repetitive. It offers the same solution to every customer service issue.
I purchased this hoping for some additional phrases and scenarios to share with my customer service groups (call center). This was NOT the book for me. It's geared for more face-to-face retail interactions and the examples used would be difficult to 'translate' to a phone or chat interaction (author mentions body language and eye contact a lot). Overall, regardless as to what industry you work in, these are not 'powerful phrases', but rather basic. Perhaps this book would work for someone who has never worked in a customer service field before? Perhaps it would make a good introductory book for a retail industry...Not sure, but it seems pretty basic and not at all what I was looking for personally. Back to Amazon it goes :(
Excellent information. Very practical. We review pertinent excerpts from this book during our weekly sales meetings.
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Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results, by Renee Evenson PDF
Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results, by Renee Evenson PDF
