Perfect Phrases for Customer Service, Second Edition （2ND）

Bacal, Robert

McGraw-Hill Professional（2011/01発売）

• 製本 Paperback:紙装版/ペーパーバック版／ページ数 256 p.
• 言語 ENG
• 商品コード 9780071745062
• DDC分類 658.812

Full Description

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIMEYou'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 worseHandling complaints patiently and professionallySatisfying customers and increasing salesBuilding long-term relationships with important customers

Contents

Partial Table of Contents:Preface; About the Author; Part One: Succeeding at Customer Service; Chapter 1: Basics of Customer Service; Chapter 2: Customer Service Tools and Techniques; Part Two: Dealing with Specific Customer Situations;