ISBN:
9780814420331
,
0814420338
,
9780814420324
,
081442032X
Language:
English
Pages:
1 Online-Ressource (x, 294 pages)
DDC:
658.8/12014
Keywords:
BUSINESS & ECONOMICS / Customer Relations
;
Business communication
;
Customer relations
;
Customer services
;
Customer services
;
Customer services / Terminology
;
Customer relations
;
Business communication
;
Wirtschaft
;
Customer services
;
Customer services Terminology
;
Customer relations
;
Business communication
Note:
Phenomenal customer service can't be put into words. Or can it? Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant--but knowing the right words to use can make all the difference. Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensable reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. Every chapter includes helpful Do This! sample scenarios that bring the phrases to life as well as Why This Works sections that provide detailed explanations. Practical and insightful, Powerful Phrases for Effective Customer Service ensures that employees will never again be at a loss for words when dealing with customers.--
,
Cover; Title; Copyright; CONTENTS; Introduction; PART I: Powerful Phrases + Actions = Successful Customer Interactions; 1 Communicating Powerful Phrases; Don't Do This!; Why This Doesn't Work; Phrases of Welcome; Phrases of Courtesy; Phrases of Rapport; Phrases of Enthusiasm; Phrases of Assurance; Phrases of Empathy; Phrases of Regret; Phrases of Appreciation; Do This!; Why This Works; 2 Actions That Enhance Powerful Phrases; Don't Do This!; Why This Doesn't Work; Attentiveness Is Job Number 1; A Positive Attitude Is Everything; Tone of Voice and Body Language Communicate Volumes
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Ethical Behavior MattersEnergy Level Keeps You Level Headed; Calming Techniques Keep You in Control; Do This!; Why This Works; PART II: Powerful Phrases and Scripts for Every Situation; 3 Powerful Phrases for Typical Customer Interactions; MEET AND GREET; Step 1: Make a Great First Impression; Step 2: Greet the Customer; UNDERSTAND AND ASSIST; Step 3: Understand the Customer's Request; Step 4: Assist the Customer; AGREE AND ACKNOWLEDGE; Step 5: Gain Agreement; Step 6: Acknowledge the Customer; 4 Powerful Phrases for Challenging Customer Behaviors; What to Do When the Customer Is Agitated
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What to Do When the Customer Is AngryWhat to Do When the Customer Is Combative; What to Do When the Customer Is Condescending; What to Do When the Customer Is Confused; What to Do When the Customer Is a Deal Maker; What to Do When the Customer Is Demanding; What to Do When the Customer Is Demeaning (to You Personally); What to Do When the Customer Is Dismissive; What to Do When the Customer Is Dissatisfied (with You or Your Company); What to Do When the Customer Is Freaking Out; What to Do When the Customer Is Grumbling; What to Do When the Customer Is Harassing You
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What to Do When the Customer Is ImpulsiveWhat to Do When the Customer is Indecisive; What to Do When the Customer Is Intoxicated; What to Do When the Customer Is Melodramatic; What to Do When the Customer Is Mentally Unstable; What to Do When the Customer Is Noncommunicative; What to Do When the Customer Is Obnoxious; What to Do When the Customer Is Overly Analytical; What to Do When the Customer Is Overly Friendly; What to Do When the Customer Is Pessimistic; What to Do When the Customer Is Pushy; What to Do When the Customer Is Self-Righteous; What to Do When the Customer Is Shy
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What to Do When the Customer Is StressedWhat to Do When the Customer Is Swearing; What to Do When the Customer Is Threatening; What to Do When the Customer Is Wary; 5 Powerful Phrases for Challenging Employee Situations; What to Do When You Made a Poor First Impression; What to Do When You Can't Understand Your Customer; What to Do When You Stereotype a Customer; What to Do When Interacting with a Customer Who Is Disabled; What to Do When You Make a Mistake; What to Do When Another Employee Makes a Mistake; What to Do When You Have No Clue What to Do
URL:
https://learning.oreilly.com/library/view/-/9780814420324/?ar
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