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

by Robert Bacal

Book Overview

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... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 007144453X
• ISBN13: 9780071444538
• Release Date: December 2004
• Publisher: McGraw-Hill Companies
• Length: 222 Pages
• Weight: 0.05 lbs.
• Dimensions: 0.6" x 5.0" x 8.1"

Customer Reviews

Very Useful

This book offers many different scripts for difficult customer situations. I have been in customer service for several years and the book gave me some reminders as well as some new ideas that I plan to try out. Any one who is new to customer service should read this book!

Excellent book

Although I haven't finished reading this book, it arrived in a timely manner in excellent condition. I look forward to reading more of this book which seems well-written as well as worthwhile reading from cover to cover. Thanks for your excellent service. Best of look to your company in the future. With Best Regards, Dave Klein

Fairly pleased

This book was exactly what I expected it to be. I love that it not only gives you ideas for how to respond, it also breaks it down to what skills are used in the wording (such as empathy). My customer service agents are utilizing this book to help improve their quality of customer service. A lot can be learned from this book.

Quick and easy read, lots of valuable tips

This book is succinct and easy to reference. I have 20+ years customer service experience and WOULD recommend this book to anyone who is open-minded to trying new tools and techniques. If you are having trouble with customers, change your approach. This book will help you do just that. What the world needs now is more customer service!

Short, practical, concise help for dealing with customers

The book begins with a section outlining some sixty specific customer service techniques, and describes each of them. Some are very basic, and some are more advanced, particularly those that deal with dealing with angry customers, or preventing problems with customers from escalating and becoming time consuming. But that's not the meat of the book, or what makes the book so useful. The rest of the book contains about sixty vignettes or dialogues between customers and staff, showing how the various situations SHOULD be handled. Each vignette is short, and to the point and the information for each one can be assimilated and learned from in a very few minutes. I like this book because it can be used in so many ways. You can sit and read it through. You can browse it and just read the parts that you want help with. You can read one or two vignettes, and learn one or two skills a day, since each segment really stands on its own. It's a great source book to use in customer service training, because it's all there -- techniques, and how to use them. It's low priced. It's quick to learn from. And it's real. Most of the vignettes struck home with me. I bet I've had most of these situations. If there's a better, faster book to learn how to deal with customers (especially the difficult customers), I haven't found it yet.