Perfect Phrases For Customer Service Hundreds Of Tools Techniques And Scripts For Handling Any Situation
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Perfect Phrases For Customer Service Hundreds Of Tools Techniques And Scripts For Handling Any Situation
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Author : Robert Bacal
language : en
Publisher: McGraw Hill Professional
Release Date : 2005-01-20
Perfect Phrases For Customer Service Hundreds Of Tools Techniques And Scripts For Handling Any Situation written by Robert Bacal and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-01-20 with Business & Economics categories.
Tools for pleasing even the most demanding customers A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including: Clear explanations of the reasons for difficult customer behaviors Proven tools and techniques for successfully handling even the most cantankerous customers 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture For more information, visit www.customerservicezone.com
Perfect Phrases For Customer Service Second Edition
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Author : Robert Bacal
language : en
Publisher: McGraw Hill Professional
Release Date : 2010-12-03
Perfect Phrases For Customer Service Second Edition written by Robert Bacal and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-12-03 with Business & Economics categories.
THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME You'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. Perfect Phrases for Customer Service, 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: Defusing bad situations before they get worse Handling complaints patiently and professionally Satisfying customers and increasing sales Building long-term relationships with important customers
Perfect Phrases For Customer Service
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Author : Bacal
language : en
Publisher:
Release Date :
Perfect Phrases For Customer Service written by Bacal and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Powerful Phrases For Effective Customer Service
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Author : Renée Evenson
language : en
Publisher: HarperChristian + ORM
Release Date : 2012-09-12
Powerful Phrases For Effective Customer Service written by Renée Evenson and has been published by HarperChristian + ORM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-09-12 with Business & Economics categories.
Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll 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 you’ll 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, you’ll not only be capable of overcoming obstacles--you’ll strengthen all facets of your customer service.
If It Wasn T For The Customers I D Really Like This Job
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Author : Robert Bacal
language : en
Publisher: Bacal & Associates
Release Date : 2011-02-28
If It Wasn T For The Customers I D Really Like This Job written by Robert Bacal and has been published by Bacal & Associates this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-02-28 with Business & Economics categories.
Bacal provides a practical guide to dealing with nasty, hostile, angry, and even abusive customers. He gives you the skills and confidence to deal with the most troublesome of customers.
Defusing Hostile Customers Workbook Third Edition2010
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Author : Robert Bacal
language : en
Publisher: Bacal & Associates
Release Date : 2010-04-06
Defusing Hostile Customers Workbook Third Edition2010 written by Robert Bacal and has been published by Bacal & Associates this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-04-06 with Anger categories.
Learn to: save time dealing with unreasonable customers reduce intensity of customer anger increase safety of employees and customers reduce stress related to angry customers convey image of constructive caring to government customers even when they are abusive set limits for angry customers and enforce them for mutual benefit Government and public sector departments and employees often deal with angry, irate, upset, manipulative, and aggressive citizens and customers, due to their regulatory responsibilities. Often employees are under-trained to deal with angry customers, leaving them at risk, while government agencies look uncaring and cold. Angry, unsatisfied clientele eat up hours of staff time. Government departments CAN provide excellent customer service. A critical step is learning how to defuse angry people so that the agency and the customer work TOGETHER. Defusing Hostile Customers -- A Self-Instructional Workbook For Public Sector Employees is a "seminar in a book" and contains an amazing collection of specific phrases and actions that can be learned by any public sector employee, drawn from modern understanding of psychology of aggression and psycholinguistics. There are over 80 specific tactics to be applied, and most chapters contain hands-on exercises and "homework", with key answers provided at the back of the book. Here's just a taste of the content: Government Context Nature of Hostile Behavior How Hostile Situations Escalate Principles of Defusing Art of Self-Control Starting Off Successfully Using Co-operative Language Verbal Self-Defense Techniques Acknowledgment Tactics Countering Non-Verbal Intimidation Referral Techniques Telephone Hostility Limit Setting There's even a chapter for managers and supervisors. This third edition (2010) is a unique blend of science and art not available anywhere else, and is based on the input of thousands of government employees over two decades.
Train Customer Service Reps For Success
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Author : Rachel Armstrong
language : en
Publisher: Association for Talent Development
Release Date : 2014-10-24
Train Customer Service Reps For Success written by Rachel Armstrong and has been published by Association for Talent Development this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-10-24 with Business & Economics categories.
Customers now have many ways to get in touch with companies, whether via phone and email or social media and online chats. They have expectations, and organizations need to meet those demands to remain competitive. In this issue of TD at Work, Rachel Armstrong details how talent development professionals can ensure that customer service teams are providing customer experiences that meet high standards. She details: · The skills customer service teams need to meet customers’ expectations · Techniques for training new hires for those skills · Methods to effectively support customer service reps after the training program · Ways to prepare reps for the futureTools and resources included in this issue are a needs assessment checklist and blended learning ideas and planning charts.
Training Library Staff And Volunteers To Provide Extraordinary Customer Service
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Author : Julie Beth Todaro
language : en
Publisher: ALA Neal-Schuman
Release Date : 2006
Training Library Staff And Volunteers To Provide Extraordinary Customer Service written by Julie Beth Todaro and has been published by ALA Neal-Schuman this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with Business & Economics categories.
A guide to training library staff that covers customer service essentials, general training guidelines, preparation, assessing and anticipating the needs of patrons, tracking and responding to feedback, planning self-development days, instituting continuous learning, and more. Includes resource tools.
The Indian National Bibliography
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Author : B. S. Kesavan
language : en
Publisher:
Release Date : 2006
The Indian National Bibliography written by B. S. Kesavan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with India categories.
Indian National Bibliography
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Author : B. S. Kesavan
language : en
Publisher:
Release Date : 2006
Indian National Bibliography written by B. S. Kesavan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with Government publications categories.