Powerful phrases for effective customer service : over 700 ready-to-use phrases and scripts that really get results /: over 700 ready-to-use phrases and scripts that really get results. (©2012)

• Record Type: Book
• Further Information: Note: Renée Evenson.
• Other Names: Evenson, Renee, 1951-
• Contents: Cover; Title; Copyright; CONTENTS; Introduction; PART I: Powerful Phrases + Actions = Successful Customer Interactions; 1 Communicating Powerful Phrases; Don't Do This!; Why This Doesn't Work; Phrases of Welcome; Phrases of Courtesy; Phrases of Rapport; Phrases of Enthusiasm; Phrases of Assurance; Phrases of Empathy; Phrases of Regret; Phrases of Appreciation; Do This!; Why This Works; 2 Actions That Enhance Powerful Phrases; Don't Do This!; Why This Doesn't Work; Attentiveness Is Job Number 1; A Positive Attitude Is Everything; Tone of Voice and Body Language Communicate Volumes. Ethical Behavior MattersEnergy Level Keeps You Level Headed; Calming Techniques Keep You in Control; Do This!; Why This Works; PART II: Powerful Phrases and Scripts for Every Situation; 3 Powerful Phrases for Typical Customer Interactions; MEET AND GREET; Step 1: Make a Great First Impression; Step 2: Greet the Customer; UNDERSTAND AND ASSIST; Step 3: Understand the Customer's Request; Step 4: Assist the Customer; AGREE AND ACKNOWLEDGE; Step 5: Gain Agreement; Step 6: Acknowledge the Customer; 4 Powerful Phrases for Challenging Customer Behaviors; What to Do When the Customer Is Agitated. What to Do When the Customer Is AngryWhat to Do When the Customer Is Combative; What to Do When the Customer Is Condescending; What to Do When the Customer Is Confused; What to Do When the Customer Is a Deal Maker; What to Do When the Customer Is Demanding; What to Do When the Customer Is Demeaning (to You Personally); What to Do When the Customer Is Dismissive; What to Do When the Customer Is Dissatisfied (with You or Your Company); What to Do When the Customer Is Freaking Out; What to Do When the Customer Is Grumbling; What to Do When the Customer Is Harassing You. What to Do When the Customer Is ImpulsiveWhat to Do When the Customer is Indecisive; What to Do When the Customer Is Intoxicated; What to Do When the Customer Is Melodramatic; What to Do When the Customer Is Mentally Unstable; What to Do When the Customer Is Noncommunicative; What to Do When the Customer Is Obnoxious; What to Do When the Customer Is Overly Analytical; What to Do When the Customer Is Overly Friendly; What to Do When the Customer Is Pessimistic; What to Do When the Customer Is Pushy; What to Do When the Customer Is Self-Righteous; What to Do When the Customer Is Shy. What to Do When the Customer Is StressedWhat to Do When the Customer Is Swearing; What to Do When the Customer Is Threatening; What to Do When the Customer Is Wary; 5 Powerful Phrases for Challenging Employee Situations; What to Do When You Made a Poor First Impression; What to Do When You Can't Understand Your Customer; What to Do When You Stereotype a Customer; What to Do When Interacting with a Customer Who Is Disabled; What to Do When You Make a Mistake; What to Do When Another Employee Makes a Mistake; What to Do When You Have No Clue What to Do.
• Publisher Details: New York : AMACOM
• Publication Date: 2012
• Copyright Date: 2012
• Extent: 1 online resource (x, 294 pages)
• Subjects: 658.8/12014; BUSINESS & ECONOMICS / Customer Relations; Customer services; Customer services -- Terminology; Customer relations; Business communication; BUSINESS & ECONOMICS -- Customer Relations; Business communication; Customer relations; Customer services; Electronic books; Terminology
• Languages: English
• ISBNs: 9780814420331; 0814420338
• Related ISBNs: 9780814420324; 081442032X
• Notes: Note: Print version record.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.