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Powerful Phrases for Effective Customer Service: Over 700 Ready-to- Use Phrases and Scripts That Really Get Results By Renee Evenson

Powerful Phrases for Effective Customer Service: Over 700 Ready-to- Use Phrases and Scripts That Really Get Results
by Renee Evenson

Out of Stock
£4.99
Let's face it, dealing with customers isn't easy. They aren't always right or even pleasant but knowing the right words to use can make the difference. This book shares over 700 phrases and scripts that have been proven time and again to defuse even difficult interactions. It makes easy for readers to confidently deliver satisfaction to customer.
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Powerful Phrases for Effective Customer Service: Over 700 Ready-to- Use Phrases and Scripts That Really Get Results Summary


Powerful Phrases for Effective Customer Service: Over 700 Ready-to- Use Phrases and Scripts That Really Get Results by Renee Evenson

Let's face it, dealing with customers isn't easy. They aren't always right-or even pleasant-but knowing the right words to use can make all the difference.

Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. Every chapter includes helpful Do This! sample scenarios that bring the phrases to life as well as Why This Works sections that provide detailed explanations.

Practical and insightful, Powerful Phrases for Effective Customer Service ensures that employees will never again be at a loss for words when dealing with customers.

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Powerful Phrases for Effective Customer Service: Over 700 Ready-to- Use Phrases and Scripts That Really Get Results Reviews


"This book is a must-have for any business dealing with the public." -- Retailing Insight
"As every customer service provider knows from experience, dealing with customers isn't easy. Powerful Phrases for Effective Customer Service makes a difficult job less stressful and more rewarding." -Retail Observer

About Renee Evenson


RENEE EVENSON has worked in the customer service management field for over 30 years, including nearly two decades as a customer service manager and trainer at BellSouth Telecommunications. She has a degree in organizational psychology and is the author of Customer Service Training 101 and Customer Service Management Training 101.

Additional information

GOR008570160
Powerful Phrases for Effective Customer Service: Over 700 Ready-to- Use Phrases and Scripts That Really Get Results by Renee Evenson
Renee Evenson
Used - Very Good
Paperback
HarperCollins Focus
2012-10-16
304
081442032X
9780814420324
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us.