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Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation [NOOK Book]

Overview

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 ...

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Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation

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Overview

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





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Product Details

  • ISBN-13: 9780071465113
  • Publisher: McGraw-Hill Education
  • Publication date: 1/20/2005
  • Series: Perfect Phrases Series
  • Sold by: Barnes & Noble
  • Format: eBook
  • Edition number: 1
  • Pages: 175
  • Sales rank: 627,793
  • File size: 410 KB

Meet the Author

Robert Bacal is the author of Managing Performance and The Complete Idiot's Guide to Consulting. His performance management website, work911.com, is visited by thousands of people every month.

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Table of Contents

Preface xi
About the Author xv
Part 1 Succeeding at Customer Service 1
Chapter 1 Basics of Customer Service 3
What's in It for Me? 4
Different Kinds of Customers 6
First Things First-Dispelling an Important Customer Service Myth 8
Understanding What Customers Want 9
About This Book 13
Chapter 2 Customer Service Tools and Techniques 16
Above and Beyond the Call of Duty 19
Acknowledge Customer's Needs 19
Acknowledging Without Encouraging 20
Active Listening 20
Admitting Mistakes 21
Allowing Venting 21
Apologize 22
Appropriate Nonverbals 22
Appropriate Smiles 22
Arranging Follow-Up 23
Assurances of Effort 23
Assurances of Results 24
Audience Removal 24
Bonus Buyoff 24
Broken Record 24
Closing Interactions Positively 25
Common Courtesy 25
Completing Follow-Up 26
Contact Security/Authorities/Management 26
Disengaging 27
Distraction 28
Empathy Statements 28
Expediting 29
Expert Recommendations 29
Explain Reasoning or Actions 29
Face-Saving Out 30
Finding Agreement Points 31
Finishing Off/Following Up 31
Isolate/Detach Customer 31
Leveling 31
Managing Height Differentials/Nonverbals 32
Managing Interpersonal Distance 32
Not Taking the Bait 34
Offering Choices/Empowering 34
Plain Language 35
Preemptive Strike 35
Privacy and Confidentiality 36
Probing Questions 36
Pros and Cons 37
Providing Alternatives 37
Providing a Customer Takeaway 38
Providing Explanations 38
Questioning Instead of Stating 39
Referral to Supervisor 39
Referral to Third Party 40
Refocus 41
Setting Limits 41
Some People Think That (Neutral Mode) 43
Stop Sign-Nonverbal 43
Suggest an Alternative to Waiting 44
Summarize the Conversation 44
Telephone Silence 45
Thank-Yous 46
Timeout 46
Use Customer's Name 46
Use of Timing with Angry Customers 47
Verbal Softeners 47
Voice Tone-Emphatic 48
When Question 48
You're Right! 49
Part 2 Dealing with Specific Customer Situations 51
1 When You Are Late or Know You Will Be Late 53
2 When a Customer Is in a Hurry 56
3 When a Customer Jumps Ahead in a Line of Waiting Customers 58
4 When a Customer Asks to Be Served Ahead of Other Waiting Customers 60
5 When a Customer Interrupts a Discussion Between the Employee and Another Customer 62
6 When a Customer Has a Negative Attitude About Your Company Due to Past Experiences 64
7 When You Need to Explain a Company Policy or Procedure 67
8 When a Customer Might Be Mistrustful 70
9 When the Customer Has Been Through Voicemail Hell 73
10 When a Customer Is Experiencing a Language Barrier 76
11 When the Customer Has Been "Buck-Passed" 79
12 When a Customer Needs to Follow a Sequence of Actions 81
13 When the Customer Insults Your Competence 83
14 When a Customer Won't Stop Talking on the Phone 85
15 When the Customer Swears or Yells in Person #1 87
16 When the Customer Swears or Yells in Person #2 90
17 When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #1 93
18 When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #2 96
19 When a Customer Has Been Waiting in a Line 99
20 When You Don't Have the Answer 101
21 When Nobody Handy Has the Answer 105
22 When You Need to Place a Caller on Hold 108
23 When You Need to Route a Customer Phone Call 111
24 When You Lack the Authority to ... 114
25 When a Customer Threatens to Go over Your Head 116
26 When a Customer Demands to Speak with Your Supervisor 118
27 When a Customer Demands to Speak with Your Supervisor, Who Isn't Available 121
28 When a Customer Threatens to Complain to the Press 123
29 When a Customer Demands to Speak to the "Person in Charge" 126
30 When a Customer Makes an Embarrassing Mistake 130
31 When a Customer Withholds Information Due to Privacy Concerns 133
32 When a Customer Threatens Bodily Harm or Property Damage 136
33 When a Customer Is Confused About What He or She Wants or Needs 140
34 When a Customer Makes a Racist Remark 143
35 When a Customer Makes a Sexist Remark 146
36 When a Customer Refuses to Leave 149
37 When a Customer Accuses You of Racism 152
38 When a Customer Plays One Employee off Another ("So-and-So Said") 155
39 When a Customer Might Be Stealing 159
40 When a Customer Is Playing to an Audience of Other Customers 161
41 When a Customer Exhibits Passive-Aggressive Behavior 164
42 When a Customer Uses Nonverbal Attempts to Intimidate 167
43 When a Customer Makes Persistent and Frequent Phone Calls 170
44 When Someone Else Is Not Responding (No Callback) 173
45 When You Need to Clarify Commitments 177
46 When a Customer Wants Information You Are Not Allowed to Give 180
47 When a Customer Makes a Suggestion to Improve Service 182
48 When You Can't Find a Customer's Reservation/Appointment 185
49 When Your Are Following Up on a Customer Complaint 188
50 Properly Identifying the Internal Customer 191
51 When an Internal Customer Isn't Following Procedures to Request Service 194
52 When the Customer Wants Something That Won't Fill His Need 197
53 When You Want Feedback from the Customer 200
54 When a Customer Complains About Red Tape and Paperwork 203
55 When You Need to Respond to a Customer Complaint Made in Writing 206
56 When a Reservation/Appointment Is Lost and You Cannot Meet the Commitment 209
57 When Customers Are Waiting in a Waiting Room 212
58 When a Customer Complains About a Known Problem 215
59 When a Customer Asks Inappropriate Questions 217
60 When a Customer Tries an Unacceptable Merchandise Return 219
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