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Perfect Phrases for Customer Service, Second Edition

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ISBN-10: 0071745068

ISBN-13: 9780071745062

Edition: 2nd 2011 (Revised)

Authors: Robert Bacal

List price: $29.95
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Book details

List price: $29.95
Edition: 2nd
Copyright year: 2011
Publisher: McGraw-Hill Education (Australia) Pty Limited
Publication date: 11/10/2010
Binding: Paperback
Pages: 256
Size: 5.00" wide x 8.00" long x 0.50" tall
Weight: 0.550
Language: English

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

Preface to the Second Edition
Succeeding at Customer Service
Basics of Customer Service
What's in it for Me?
Different Kinds of Customers
First Things First-Dispelling an Important Customer Service Myth
Understanding what Customers Want
How to get the most from this Book
Customer Service Tools and Techniques
Above and Beyond the Call of Duty
Acknowledge Customer's Needs
Acknowledge Without Encouraging
Active Listening
Admit Mistakes
Allow Venting
Appropriate Nonverbals
Appropriate Smiles
Arrange Follow-Up
Ask Probing Questions
Assurances of Effort
Assurances of Results
Audience Removal
Bonus Buy Off
Broken Record
Close Interactions Positively
Common Courtesy
Complete Follow-Up
Contact Security/Authorities/Management
Empathy Statements
Expert Recommendations
Explain Reasoning or Actions
Face-Saving Out
Find Agreement Points
Finish Off/Follow Up
Isolate/Detach Customer
Manage Height Differentials/Nonverbals
Manage Interpersonal Distance
Not Taking the Bait
Offering Choices/Empowering
Plain Language
Preemptive Strike
Privacy and Confidentiality
Pros and Cons
Provide Alternatives
Provide a Customer Takeaway
Provide Explanations
Question Instead of State
Refer to Supervisor
Refer to Third Party
Set Limits
Some People Think That (Neutral Mode)
Stop Sign-Nonverbal
Suggest an Alternative to Waiting
Summarize the Conversation
Telephone Silence
Use Customer's Name
Use of Timing with Angry Customers
Verbal Softeners
Voice Tone-Emphatic
When Question
You're Right!
Dealing with Specific Customer Situations
When you're Late or Know You'll Be Late
When a Customer Is in a Hurry
When a Customer Jumps Ahead in a Line of Waiting Customers
When a Customer Asks to Be Served Ahead of Other Waiting Customers
When a Customer Interrupts a Discussion between the Employee and Another Customer
When a Customer has a Negative Attitude About Your Company Due to Past Experiences
When You Need to Explain a Company Policy or Procedure
When a Customer Might Be Mistrustful
When the Customer Has Been Through Voicemail Hell
When a Customer Is Experiencing a Language Barrier
When the Customer Has been "Buck-Passed"
When a Customer Needs to Follow a Sequence of Actions
When the Customer Insults Your Competence
When a Customer Won't Stop Talking on the Phone
When the Customer Swears or Yells #1
When the Customer Swears or Yells #2
When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #1
When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #2
When a Customer Has Been Waiting in a Line
When You Don't Have the Answer
When Nobody Handy Has the Answer
When You Need to Place a Caller on Hold
When You Need to Route a Customer Phone Call
When You Lack the Authority to ...
When a Customer Threatens to go Over Your Head
When a Customer Demands to Speak with Your Supervisor
When a Customer Demands to Speak with Your Supervisor, Who Isn't Available
When a Customer Threatens to Complain to the Press
When a Customer Demands to Speak to the "Person in Charge"
When a Customer Makes an Embarrassing Mistake
When a Customer Withholds Information Due to Privacy Concerns
When a Customer Threatens Bodily Harm or Property Damage
When a Customer Is Confused About What He or She Wants or Needs
When a Customer Makes a Racist Remark
When a Customer Makes a Sexist Remark
When a Customer Refuses to Leave
When a Customer Accuses You of Racism
When a Customer Plays One Employee Off Another ("So-and-So Said")
When a Customer Might Be Stealing
When a Customer Is Playing to an Audience of Other Customers
When a Customer Exhibits Passive-Aggressive Behavior
When a Customer Uses Nonverbal Attempts to Intimidate
When a Customer Makes Persistent and Frequent Phone Calls
When Someone Else Is Not Responding (No Callback)
When You Need to Clarify Commitments
When a Customer Wants Information You're Not Allowed to Give
When a Customer Makes a Suggestion to Improve Service
When You Can't Find a Customer's Reservation/Appointment
When You're Following Up on a Customer Complaint
Properly Identifying the Internal Customer
When an Internal Customer Isn't Following Procedures to Request Service
When the Customer Wants Something that Won't Fill His Need
When You Want Feedback from the Customer
When a Customer Complains About Red Tape and Paperwork
When You Need to Respond to a Customer Complaint Made in Writing
When a Reservation/Appointment Is Lost and You Can't Meet the Commitment
When Customers Are Waiting in a Waiting Room
When a Customer Complains about a Known Problem
When a Customer Asks Inappropriate Questions
When a Customer Tries an Unacceptable Merchandise Return
Social Media and Customer Service
The Connection Between Social Media and Customer Service
Scanning, Watching, Searching (Proactive)
Triage: Proactively Prioritizing Complaints/Comments
Proactive Complaint Handling