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McGraw-Hill Education

Perfect Phrases for Customer Service, Second Edition (Perfect Phrases Series)

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Description

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIMEYou'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 worseHandling complaints patiently and professionallySatisfying customers and increasing salesBuilding long-term relationships with important customers Read more

Publisher ‏ : ‎ McGraw Hill


Publication date ‏ : ‎ December 1, 2010


Edition ‏ : ‎ 2nd


Language ‏ : ‎ English


Print length ‏ : ‎ 256 pages


ISBN-10 ‏ : ‎ 0071745068


ISBN-13 ‏ : ‎ 62


Item Weight ‏ : ‎ 2.31 pounds


Dimensions ‏ : ‎ 5 x 0.5 x 8 inches


Part of series ‏ : ‎ Perfect Phrases


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Top Amazon Reviews

    • The Best Book For Customer Service
Having aspergers, I can sometimes be at a loss of words when I am in a meeting or having a conversation with a person who I need to get buy in and trust from. This book provided me with the exact phrases and wording that I needed to use for sticky situations or situations that I had to talk with angry clients in a calm manner. When clients are angry or you want to encourage buy in... the words that you use matter. Even one word said at an inappropriate time can cause the problem to escalate to a dangerous level for all parties. From the average phone call of talking to people about orders or products all the way to talking with angry clients or clients that feel like they are being cheated from your company...this is your go to book. ... show more
Reviewed in the United States on June 12, 2017 by Siamic
    • Buy this is you need help getting a better review!
This actually helped me! I was getting below average on my reviews for my customer service. I practiced and studied this book. Took it with me to work. Put into use what it suggested. Now it's second nature. Last year I got avg on customer service and this year I got Exceeds Expectations!!!! I even asked if that was a mistake and was told no you've dramatically improved especially with difficult situations!!! ... show more
Reviewed in the United States on February 2, 2018 by Jennifer VanScyoc
    • The author says this is the most boring book on customer service but the content and examples ...
I found this book to be more than I expected. The author says this is the most boring book on customer service but the content and examples are short and too the point. I appreciate the way the customer service techniques are shown with explanations as well as referenced in the specific examples. One of my concerns was that the author would try to give quotes on what to say in any situation. That did not happen. Instead the author gave the reader tools to use and examples of how those tools can be used. Very Helpful. ... show more
Reviewed in the United States on November 24, 2014 by Shawn Musselman
    • Great book. Not enough on digital age
This book is good but I dont have much use of it since it hardly discusses emails which is the bulk of customer service communication today emails and chat etc.
Reviewed in the United States on December 28, 2018 by Dov
    • A Must Have Book for Business
This book tackles some of the most difficult conversations and presents a ready reference for ways to speak to each other (internal customers) in organizations, or to external customers. A wonderful way to have a universal way of communicating in organizations to create an image of Excellence and service orientation with others. I left the reading of this book better able to communicate and coach others to communicate in business. Cathy Dixon-Kheir ... show more
Reviewed in the United States on January 4, 2014 by Catherine Dixon-Kheir
    • Great Reference Book In Hospitality Industry
As a Hotel GM, I reference this book regularly to train and guide my employees when dealing with difficult guests. Not a book one would read cover to cover, but a reference to find practical key phrases and helpful words to use in customer service challenges.
Reviewed in the United States on July 15, 2015 by Nicole M Ritzenthaler
    • Useful read
I gave it to my Guest Services Manager and she is using it to train her staff at the Hotel to know how to handle tough situations. Very well written to where you can pick the scenarios that match your situation and just learn the right approach.
Reviewed in the United States on August 29, 2013 by A. Aboushadi
    • Fantastic content
I will be recommending this book to my customer service students. This book has the tools you need and then senarious with how they can be put into good use. i am very happy i have found this book.
Reviewed in the United States on December 13, 2012 by J. Honda

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