<h4>THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME</h4> <p>You&apos;ve heard it a million times: "The customer is always right." But let’s face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee. </p><p><i>Perfect Phrases for Customer Service</i>, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and phrases for:</p><ul> <li>Defusing bad situations before they get worse </li><li>Handling complaints patiently and professionally </li><li>Satisfying customers and increasing sales </li><li>Building long-term relationships with important customers</li></ul>