Description
Dealing with customers isnt easy, they arent always right or even pleasant. Business author Ren? Evenson ensures youll always have the right words to defuse tense interactions.
Practical and insightful, this book ensures youll never again be at a loss for what to say to customers.
In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you:
how to assess circumstances,
choose one of many appropriate responses,
and confidently and consistently deliver customer satisfaction.
Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that youll have the right words as tools at your disposal and the skills to deliver those words effectively.
By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, youll not only be capable of overcoming obstaclesyoull strengthen all facets of your customer service.
Author: Renee Evenson
Binding Type: Paperback
Publisher: Amacom
Published: 09/12/2012
Pages: 304
Weight: 0.75lbs
Size: 8.90h x 5.90w x 0.80d
ISBN: 9780814420324
Language: English
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