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HarperCollins

Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results

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Description

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. Read more

Publisher ‏ : ‎ AMACOM; First Edition (September 12, 2012)


Language ‏ : ‎ English


Paperback ‏ : ‎ 304 pages


ISBN-10 ‏ : ‎ 081442032X


ISBN-13 ‏ : ‎ 24


Item Weight ‏ : ‎ 2.31 pounds


Dimensions ‏ : ‎ 5.99 x 0.83 x 9.03 inches


Best Sellers Rank: #330,425 in Books (See Top 100 in Books) #121 in Business Conflict Resolution & Mediation (Books) #248 in Customer Relations (Books) #1,170 in Communication Skills


#121 in Business Conflict Resolution & Mediation (Books):


#248 in Customer Relations (Books):


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If you place your order now, the estimated arrival date for this product is: Wednesday, Dec 17

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Top Amazon Reviews

    • Great for Handing Social Interaction Cases/Challenges
I enjoyed the insights and some of the examples were greatly useful and enlightening. I also loved the philosophy of just ignoring the other in quite a few situations and staying positive in being stronger than the negative one where they will likely start to mirror your emotional tone. An interesting note, I found this book useful outside of its domain, such as with dealing with people in your family, though some of the ideas may need to be adjusted, but still a good read. This can be generalized to "Social Interactions 101" (for Business, but we do lots of business social interactions in our personal lives as well so it isn't just for business majors). One critique is that some ideas I don't think are thought through as much, and some of the ideas seemed to go contrary with being honest, but the author at another point says to be honest, but I would like honesty to be a more fundamental principle here to keep. A second critique, I felt some of the phrases to use are too wordy and/or feel too impersonal, so i personally prefer personal and honest to impersonal and awkward (gives an us/them dichotomy feeling vs. unity in respect for each other vs. being treated as a thing as opposed to a person with those impersonal business customer sales slogans) for a conversation. A third critique. I disagree with saying sorry as the goal is to do sorry, and saying sorry can be distracting and energy-consuming. What one can do is say one made a mistake not doing x, as that gives one a path forward as well. People want to understand you know about the mistake vs. saying sorry just because they feel bad (but then not intending to do something about it or forgetting one was going to do something about it) vs. you actually wanting to do something to fix your side of things you have influence over. Oddly enough, the author seems to reference some of this in an example, though the author does say to use the word sorry and gives at least a few examples with that as recommended phrases. Another point on sorry. Instead of saying sorry, I like greater precision such as with the chess terminology of inaccurate, mistake, and blunder. ... show more
Reviewed in the United States on May 8, 2020 by Kindle Customer
    • Great read for all Customer Service Reps. Helped me to shine at work!
I love this book! As a customer service rep myself, I have found this book to be very helpful. It had reinforced some of the things I'm already doing with great success, and give guidance to where I can improve. All customer service reps should strive for improvement! The book clearly spells out situations, what to do, and what not to do. It also gives insight to several types of customers, and some situations you may encounter, and how a customer service rep may overcome the situations. While some have said that the so-called scripts may not apply to all situations, I've found that the author clearly states to use your own words to adapt the principles to situations you may encounter. The key is applying and adapting the key principles to each situation. The book is easy to read. It has helped me to shine in my interactions with customers, and appreciate great customers. I have less stress because I can move forward from difficult situations as opposed to internalizing and personalizing trivial things some customers throw my way. ... show more
Reviewed in the United States on September 5, 2015 by ChuckG
    • Helpful
This is an easy read and very helpful and beneficial for those of us dealing with the general public as customers.
Reviewed in the United States on March 1, 2014 by Bec - CPA
    • What a book
I just loved it and I use it every day.
Reviewed in the United States on March 2, 2024 by Cliente de Kindle
    • Great in Theory
I tried to apply these techniques to online customer service and the trolls came out! Turns out being nice and empathizing with customers isn't always the way to go with non face to face interactions. My boss suggested I take a more diplomatic approach to avoid the abuse received by empathizing with people. ... show more
Reviewed in the United States on November 24, 2018 by Marie P.
    • Love this book
This is exactly what I was looking for and I'm glad I took someone's recommendation and got this. Proginally purchased this as a Kindle book but have since ordered a set for my team. Very positive, very useful. Almost felt like she was writing for situations that we've been dealing with. Love how she demonstrates what NOT to do and also what to do. ... show more
Reviewed in the United States on September 20, 2020 by tusistas
    • Excellent Customer Service Information
I have been in Customer Service for years and wanted to brush up my skills. This book lists every possible scenario regardless of what type of business and/or services or products. With it being on Kindle, I can word search if I need to look up something specific. I liked the author thoroughness I bought the other book about dealing with coworkers and bosses. Great job! ... show more
Reviewed in the United States on August 9, 2020 by Mary102696
    • Buen libro.
BUEN LIBRO.
Reviewed in the United States on June 8, 2023 by Amazon Customer

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