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Perfect Phrases For Customer Service Hundreds Of Tools Techniques And Scripts For Handling Any Situation
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Book Synopsis Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation by : Robert Bacal
Download or read book Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation written by Robert Bacal and published by McGraw Hill Professional. This book was released on 2005-01-20 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Book Synopsis Perfect Phrases For Customer Service by : Bacal
Download or read book Perfect Phrases For Customer Service written by Bacal and published by . This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Powerful Phrases for Effective Customer Service by : Renee Evenson
Download or read book Powerful Phrases for Effective Customer Service written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2012 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you'll have the right words as tools at your disposal and the skills to take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you'll never again be at a loss for what to say to customers. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service.
Book Synopsis Perfect Phrases for Customer Service, Second Edition by : Robert Bacal
Download or read book Perfect Phrases for Customer Service, Second Edition written by Robert Bacal and published by McGraw Hill Professional. This book was released on 2010-12-03 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME You've heard it a million times: "The customer is always right." But let’s face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee. Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and phrases for: Defusing bad situations before they get worse Handling complaints patiently and professionally Satisfying customers and increasing sales Building long-term relationships with important customers
Book Synopsis If It Wasn't for the Customers I'd Really Like This Job by : Robert Bacal
Download or read book If It Wasn't for the Customers I'd Really Like This Job written by Robert Bacal and published by Bacal & Associates. This book was released on 2011-02-28 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bacal provides a practical guide to dealing with nasty, hostile, angry, and even abusive customers. He gives you the skills and confidence to deal with the most troublesome of customers.
Book Synopsis Defusing Hostile Customers Workbook (Third Edition2010) by : Robert Bacal
Download or read book Defusing Hostile Customers Workbook (Third Edition2010) written by Robert Bacal and published by Bacal & Associates. This book was released on 2010-04-06 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn to: save time dealing with unreasonable customers reduce intensity of customer anger increase safety of employees and customers reduce stress related to angry customers convey image of constructive caring to government customers even when they are abusive set limits for angry customers and enforce them for mutual benefit Government and public sector departments and employees often deal with angry, irate, upset, manipulative, and aggressive citizens and customers, due to their regulatory responsibilities. Often employees are under-trained to deal with angry customers, leaving them at risk, while government agencies look uncaring and cold. Angry, unsatisfied clientele eat up hours of staff time. Government departments CAN provide excellent customer service. A critical step is learning how to defuse angry people so that the agency and the customer work TOGETHER. Defusing Hostile Customers -- A Self-Instructional Workbook For Public Sector Employees is a "seminar in a book" and contains an amazing collection of specific phrases and actions that can be learned by any public sector employee, drawn from modern understanding of psychology of aggression and psycholinguistics. There are over 80 specific tactics to be applied, and most chapters contain hands-on exercises and "homework", with key answers provided at the back of the book. Here's just a taste of the content: Government Context Nature of Hostile Behavior How Hostile Situations Escalate Principles of Defusing Art of Self-Control Starting Off Successfully Using Co-operative Language Verbal Self-Defense Techniques Acknowledgment Tactics Countering Non-Verbal Intimidation Referral Techniques Telephone Hostility Limit Setting There's even a chapter for managers and supervisors. This third edition (2010) is a unique blend of science and art not available anywhere else, and is based on the input of thousands of government employees over two decades.
Book Synopsis Train Customer Service Reps for Success by : Rachel Armstrong
Download or read book Train Customer Service Reps for Success written by Rachel Armstrong and published by Association for Talent Development. This book was released on 2014-10-24 with total page 20 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customers now have many ways to get in touch with companies, whether via phone and email or social media and online chats. They have expectations, and organizations need to meet those demands to remain competitive. In this issue of TD at Work, Rachel Armstrong details how talent development professionals can ensure that customer service teams are providing customer experiences that meet high standards. She details: · The skills customer service teams need to meet customers’ expectations · Techniques for training new hires for those skills · Methods to effectively support customer service reps after the training program · Ways to prepare reps for the futureTools and resources included in this issue are a needs assessment checklist and blended learning ideas and planning charts.
Book Synopsis Interview Exercises for the Police Recruit Assessment Process by : Richard Malthouse
Download or read book Interview Exercises for the Police Recruit Assessment Process written by Richard Malthouse and published by SAGE. This book was released on 2010-03-15 with total page 117 pages. Available in PDF, EPUB and Kindle. Book excerpt: This practical and accessible book focuses on the interview, which forms a key part of the Police Recruit Assessment Process. This book identifies the nature of the interview and fully explains what to expect in the way of interaction with the assessor. It offers clear guidance on preparation for, and performance in, the interview and identifies the core competencies tested within the exercise. The range of practice exercises and detailed guidance increases confidence and competence and helps candidates to fully prepare for this aspect of the test.
Book Synopsis Powerful Phrases for Dealing with Difficult People by : Renee Evenson
Download or read book Powerful Phrases for Dealing with Difficult People written by Renee Evenson and published by AMACOM. This book was released on 2013-10-15 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: How to Manage Work Relationships in a Constructive Way that Leads to Success. Learning how to maintain strong, harmonious work relationships is essential. Unfortunately, at some point in your career, you'll have to work with people whose personalities or habits make every interaction with them a trial. Communications expert Renee Evenson has written the definitive phrasebook on how to confront the situations that can arise when dealing with difficult personalities and bring about a positive outcome. Powerful Phrases for Dealing with Difficult People is packed with practical and easy-to-use tactics such as: 325 powerful phrases to communicate effectively, as well as powerful actions to take in support of those phrases. 30 common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each. Nonverbal communication actions to back up your words. Sample dialogues that demonstrate how phrasing improves interactions. A five-step process for moving from conflict to resolution. "Why This Works" sections that provide detailed explanations. Often, an employee who can interact well with others and feels comfortable handling conflict will be promoted over an employee who possesses greater job or technical knowledge. From egotistical bosses to meeting monopolizers, you'll learn how to develop the skills to handle any type of conflict with anyone.
Book Synopsis Perfect Phrases for Documenting Employee Performance Problems by : Anne Bruce
Download or read book Perfect Phrases for Documenting Employee Performance Problems written by Anne Bruce and published by McGraw Hill Professional. This book was released on 2005-06-08 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: Whether it's interviewing for a job, evaluating employee performance, setting goals for the future, or keeping customers happy, the Perfect Phrases series has the tools for precise, effective business communication. Distilling complex ideas into specific phrases that diplomatically and honestly depict the concepts at hand, this invaluable series provides: Ways to enhance customer service in any business Dialogues and scripts to practice interactions with customers or employees--tailorable to any industry or company culture The best answers to a wide range of interview questions Tips for documenting performance issues and conducting face-to-face reviews This quick-reference tool is perfect for managers who need to find effective ways to document performance problems and then be able to offer practical, helpful feedback to those individuals.
Book Synopsis The Complete Book of Perfect Phrases Book for Effective Managers by : Linda Eve Diamond
Download or read book The Complete Book of Perfect Phrases Book for Effective Managers written by Linda Eve Diamond and published by McGraw-Hill Education. This book was released on 2008-09-05 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The average manager doesn't have time to take classes or read lengthy volumes on managing techniques. Instead, you need to know right now what to say to coach and motivate your employees. With hundreds of ready-to-use phrases you can use in a wide variety of situations, The Complete Book of Perfect Phrases for Managers is the ultimate reference for motivating, managing, and growing employees.
Book Synopsis Perfect Phrases for Meetings by : Don Debelak
Download or read book Perfect Phrases for Meetings written by Don Debelak and published by McGraw Hill Professional. This book was released on 2008-04-06 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone wants to shine in business meetings-whether they are leading them or just participating. Perfect Phrases for Meetings provides hundreds of winning, ready-to-use phrases, arming you with the right words to say in eight crucial types of meetings. This book is a valuable tool for anyone who needs to get a message across and stand out as a leader.
Book Synopsis Training Library Staff and Volunteers to Provide Extraordinary Customer Service by : Julie Beth Todaro
Download or read book Training Library Staff and Volunteers to Provide Extraordinary Customer Service written by Julie Beth Todaro and published by ALA Neal-Schuman. This book was released on 2006 with total page 172 pages. Available in PDF, EPUB and Kindle. Book excerpt: A guide to training library staff that covers customer service essentials, general training guidelines, preparation, assessing and anticipating the needs of patrons, tracking and responding to feedback, planning self-development days, instituting continuous learning, and more. Includes resource tools.
Book Synopsis The Indian National Bibliography by : B. S. Kesavan
Download or read book The Indian National Bibliography written by B. S. Kesavan and published by . This book was released on 2006 with total page 684 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Indian National Bibliography by : B. S. Kesavan
Download or read book Indian National Bibliography written by B. S. Kesavan and published by . This book was released on 2006 with total page 1440 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Customer Service Training 101 by : Renee Evenson
Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.
Book Synopsis Customer Service Management Training 101 by : Renee Evenson
Download or read book Customer Service Management Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting * Time management * Team development * Conflict resolution * Providing feedback * Monitoring performance * Conducting meetings * Managing challenges * Listening * Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.
