Powerful Phrases for Effective Customer Service: Over 700 Ready-To-Use Phrases and Scripts That Really Get Results

Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers 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 you'll have the right words as tools at your disposal and the skills to take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you'll never again be at a loss for what to say to customers. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service.

Author: Renee Evenson
Publisher: Amacom
Published: 09/12/2012
Pages: 304
Binding Type: Paperback
Weight: 0.75lbs
Size: 8.90h x 5.90w x 0.80d
ISBN13: 9780814420324
ISBN10: 081442032X
BISAC Categories:
- Business & Economics | Customer Relations
- Business & Economics | Business Communication | General
- Business & Economics | Conflict Resolution & Mediation

About the Author
RENÉE EVENSON has worked in the customer service management field for over 30 years, including nearly two decades as a customer service manager and trainer at BellSouth Telecommunications. She has a degree in organizational psychology and is the author of Customer Service Training 101 and Customer Service Management Training 101.