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Perfect Phrases for Customer Service, Second Edition (Perfect Phrases Series), by Robert Bacal
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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
- Sales Rank: #83485 in Books
- Published on: 2010-12-01
- Original language: English
- Number of items: 1
- Dimensions: 8.00" h x .60" w x 5.10" l, .55 pounds
- Binding: Paperback
- 256 pages
About the Author
Robert Bacal is the author of Managing Performance and The Complete Idiot's Guide to Consulting, and he runs the management website work911.com.
Most helpful customer reviews
19 of 21 people found the following review helpful.
A must buy for anyone in retail!
By Shannon Crescent
I work in retail and I deal with upset and stressed out customers on a nearly daily basis. This book is a lifesaver. It gives to the point advice about how to deal with a wide variety of possible problems that come up in customer interactions and help you take control over the situation. The title really doesn't do it justice. It doesn't speak to the breadth of information the book contains. I highly recommend it and for under $10 it will repay you in a less stressful work environment.
2 of 3 people found the following review helpful.
You Don't Have To Be Perfect, But Don't Stand There Looking Stupid In Front of a Guest.
By James L. Poling
One of the biggest challenges for most employees who are working for someone else is that they do not know what to say when certain situations present themselves. I like the way Perfect Phrases helps with that situation so an employee will have some rebuttal to a guest who is not knowledgeable or misinformed about a product or service. Many employees are afraid to make a statement that might put them in a position where they have an aggravated guest who might complain thus putting the employees job on the line, or they are simply not aware of what their options might be. So, here you go. Here are some options for you employee and manager to help you say the right thing. This book was better than I expected although with many years of experience I could anticipate some of the recommendations, but not all. James L. Poling, author of The Waiter's Tips, a customer service book relating to the food and beverage industry.
9 of 11 people found the following review helpful.
Perfect Phrases for Customer Service
By P. Mescher
Bought this for my son-in-law when he started his new job. The book was excellent-- it brought up many situations that you hope never to encounter. My daughter who works with the public all the time enjoyed it also. What it does is prime your brain with some ideas on how to handle difficult situations, so that thinking on your feet is easier.
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