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Management & Leadership |
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Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation
written by Robert Bacal
Studio : McGraw-Hill
by McGraw-Hill
Publisher : McGraw-Hill
Released : 2004-12-29
Availability : Usually ships in 1-2 business days
Number of Items : 1
EAN : 9780071444538
Avg. Customer Rating: (based on 6 reviews)
List Price : $9.95
Our Price : $4.68
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Product Description |
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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: |
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Some useful content. But beware: Customer's don't like canned scripts! |
There is some useful content in this book, particularly related to what not to say. Saying the wrong thing to a customer is often worse than saying nothing at all! The example dialogues help to bring the book to life. My reservation is that in my experience customers in today's modern world are intelligent and discerning. They can usually detect if a customer service or sales representative is using "canned scripts". When working with organisation's to improve their customer service my preferred approach (and that of my customer's!) is to provide people with a framework that they can adapt to their own personal style. People can still be trained what to say and what not to say but, most importantly, they do this is a way that is genuine and authentic to them. This comes across very positively to the customer and avoids the customer service/sales person sounding like an automaton! I do endorse certain powerful phrases (or "mini scripts" if you like) and you will find material to help in this book.
Simon Hazeldine Bestselling Author of "Bare Knuckle Customer Service", "Bare Knuckle Selling" and "Bare Knuckle Negotiating" |
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Solid Advice for Difficult Situations |
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This book provides a solid foundation for customer interactions anywhere. It is straightforward, easy to read and a valuable tool to help staff deal, particularly, with difficult customers. |
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Helpful book |
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this is a great book to provide practical advice on how to handle specific situations. I am using this book to do a presentation for my staff. |
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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! |
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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.
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