Short, practical, concise help for dealing with customers

books:


	• Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation ... Robert Bacal McGraw-Hill, 2004 - 175 pages average customer review:based on 5 reviews view larger image
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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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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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Helpful book

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.

Solid Advice for Difficult Situations

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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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:

Clear explanations of the reasons for difficult customer behaviors Proven tools and techniques for successfully handling even the most cantankerous customers 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture

For more information, visit www.customerservicezone.com

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