Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation
- 2h 45m
- Robert Bacal
- McGraw-Hill
- 2005
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
About the Author
Since the early 1990s Robert Bacal has trained thousands of people in how to deal with difficult customers through his "Defusing Hostile Customers" seminar. His clients have included people from a wide range of specializations, ranging from health care, law enforcement and security, social work, education, and manufacturing.
He draws from a range of disciplines, including psychology and psycholinguistics, and has incorporated a number of customer service techniques that have come from some of the attendees at his seminars. He holds a masters degree in psychology from the University of Toronto, and a B. A. from Concordia University in Montreal.
He is the author of the Defusing Hostile Customers Workbook For Public Sector and a similar book written for school board officials, teachers, and educators. He is also author of two titles in McGraw-Hill's Briefcase Books series, Performance Management and Manager's Guide to Performance Reviews as well as The Complete Idiot's Guide to Consulting and The Complete Idiot's Guide to Dealing with Difficult Employees.
In this Book
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Basics of Customer Service
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Customer Service Tools and Techniques
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When You Are Late or Know You Will Be Late
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When a Customer Is in a Hurry
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When a Customer Jumps Ahead in a Line of Waiting Customers
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When a Customer Asks to Be Served Ahead of Other Waiting Customers
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When a Customer Interrupts a Discussion Between the Employee and Another Customer
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When a Customer Has a Negative Attitude About Your Company Due to Past Experiences
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When You Need to Explain a Company Policy or Procedure
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When a Customer Might Be Mistrustful
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When the Customer Has Been Through Voicemail Hell
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When a Customer Is Experiencing a Language Barrier
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When the Customer Has Been “Buck-Passed”
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When a Customer Needs to Follow a Sequence of Actions
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When the Customer Insults Your Competence
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When a Customer Won't Stop Talking on the Phone
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When the Customer Swears or Yells #1
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When the Customer Swears or Yells #2
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When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #1
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When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #2
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When a Customer Has Been Waiting in a Line
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When You Don't Have the Answer
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When Nobody Handy Has the Answer
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When You Need to Place a Caller on Hold
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When You Need to Route a Customer Phone Call
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When You Lack the Authority to …
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When a Customer Threatens to Go over Your Head
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When a Customer Demands to Speak with Your Supervisor
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When a Customer Demands to Speak with Your Supervisor, Who Isn't Available
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When a Customer Threatens to Complain to the Press
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When a Customer Demands to Speak to the “Person in Charge”
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When a Customer Makes an Embarrassing Mistake
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When a Customer Withholds Information Due to Privacy Concerns
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When a Customer Threatens Bodily Harm or Property Damage
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When a Customer Is Confused About What He or She Wants or Needs
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When a Customer Makes a Racist Remark
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When a Customer Makes a Sexist Remark
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When a Customer Refuses to Leave
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When a Customer Accuses You of Racism
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When a Customer Plays One Employee Off Another (“So-and-So Said”)
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When a Customer Might Be Stealing
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When a Customer Is Playing to an Audience of Other Customers
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When a Customer Exhibits Passive-Aggressive Behavior
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When a Customer Uses Nonverbal Attempts to Intimidate
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When a Customer Makes Persistent and Frequent Phone Calls
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When Someone Else Is Not Responding (No Callback)
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When You Need to Clarify Commitments
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When a Customer Wants Information You Are Not Allowed to Give
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When a Customer Makes a Suggestion to Improve Service
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When You Can't Find a Customer's Reservation/Appointment
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When You Are Following Up on a Customer Complaint
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Properly Identifying the Internal Customer
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When an Internal Customer Isn't Following Procedures to Request Service
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When the Customer Wants Something That Won't Fill His Need
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When You Want Feedback from the Customer
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When a Customer Complains About Red Tape and Paperwork
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When You Need to Respond to a Customer Complaint Made in Writing
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When a Reservation/Appointment Is Lost and You Cannot Meet the Commitment
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When Customers Are Waiting in a Waiting Room
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When a Customer Complains About a Known Problem
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When a Customer Asks Inappropriate Questions
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When a Customer Tries an Unacceptable Merchandise Return
