Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series) |
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| Title: | Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series) |
| Author: | Robert Bacal |
| Publisher: | McGraw-Hill |
| Type: | Book / Paperback |
| Publication Date: | 29 December, 2004 |
| ISBN / ISBN-13: | 007144453X / 9780071444538 |
| List Price: | $9.95 |
| Amazon Price: | $9.95 |
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This book is also available, brand-new, from 3rd-party marketplace sellers at Amazon.com, from $5.05.
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Editorial Review / Publisher's Information:
Product Description
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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Customer Reviews:
• Some Useful Content. But Beware: Customer's Don't Like Canned Scripts!
05 December, 2008
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"
- Amazon Customer Review
• Perfect Phrases Review
14 August, 2009
This is a VERY boring book. Normally I can get through material like this in a couple days. I've been reading this a couple weeks. Its boring and not what I expected at all.
- Amazon Customer Review
• Very Useful
18 October, 2009
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!
- Amazon Customer Review
• Excellent Book
24 July, 2009
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
- Amazon Customer Review
• Fairly Pleased
04 May, 2009
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.
- Amazon Customer Review
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