Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series)
HOW TO SAY THE RIGHT THING AT THE RIGHT TIMEEvery manager and employee has heard the phrase "The customer is always right." But let's face it. Sometimes the customer is misinformed or confused--or just downright difficult to deal with. Even so, customer service is the single most important key to success in today's highly competitive marketplace.Perfect Phrases for Customer Serviceprovides perfect solutions for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. It's a complete service-training program in one handy guide, featuring:101 ready-to-use scripts and phrases for more successful serviceVerbal tools and techniques to deal with customer complaintsCommon business scenarios and bottom-line solutionsSecrets of self-control: learning whatnotto say or doProven strategies for satisfying customers and increasing salesFilled with specific defusing tactics and key behavioral insights, this user-friendly handbook can show you how to reduce stress, find the right words to say, and handle hostile customers with ease and confidence. Even if the customer is sometimes wrong, you'll know the right way to build long-term relationships and achieve long-lasting results in every business situation.