If you're looking to improve your customer service skills, then this book is for you. Renée Evenson, a business author, provides a comprehensive guide on how to effectively communicate with customers and handle difficult situations.
With over 700 ready-to-use phrases and scripts, you'll never be at a loss for words when dealing with challenging customer behaviors or negative encounters caused by employees.
One of the key features of this book is the emphasis on assessing circumstances and selecting appropriate responses. By following the practical advice and instructions provided, you can consistently deliver customer satisfaction.
The book also includes helpful sample scenarios that bring the phrases to life, making it easier for you to apply them in real-world situations. Additionally, detailed explanations enhance your understanding and boost your confidence in using these phrases effectively.
By incorporating phrases that convey welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only overcome obstacles but also strengthen all aspects of your customer service.
Publisher: AMACOM; First Edition (September 12, 2012)
Language: English
Paperback: 304 pages
ISBN-10: 081442032X
ISBN-13: 978-0814420324
Item Weight: 0.035 ounces
Dimensions: 6 x 0.75 x 9 inches
Q: Does this book only focus on customer service phrases?
A: Yes, the book provides a wide range of phrases specifically tailored for effective customer service interactions.
Q: Can this book help me handle difficult customers?
A: Absolutely! The author covers 30 challenging customer behaviors, giving you the tools to handle any situation with confidence.
Q: Is this book suitable for both beginners and experienced professionals?
A: Yes, whether you're new to customer service or have years of experience, this book offers valuable insights and strategies for improving your communication skills.
Q: Are the sample scenarios in the book relatable to real-life situations?
A: Yes, the book includes practical examples that reflect common customer service scenarios, making it easy to apply the suggested phrases to your own experiences.
Q: Can I use the phrases in this book in any industry?
A: Absolutely! The phrases provided are versatile and can be applied to a wide range of industries and customer service settings.
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