Get Perfect Phrases for Customer Service, Second Edition PDF

By Robert Bacal

ISBN-10: 0071745068

ISBN-13: 9780071745062

The ideal word for each state of affairs . . . whenever you could have heard it one million instances: ''The purchaser is often right.'' yet let’s face it--sometimes the buyer is misinformed, harassed, or downright tough. the power to deal with such shoppers is what separates the intense specialist from the common worker. excellent words for customer support, moment variation, presents the language you would like for daily customer support situations--and contains uncomplicated, potent innovations which could assist you meet even the main hard client wishes. grasp the best phrases and words for: Defusing undesirable events ahead of they worsen dealing with court cases patiently and professionally fulfilling clients and lengthening revenues development long term relationships with vital shoppers

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Additional resources for Perfect Phrases for Customer Service, Second Edition

Example text

I’m going to end this conversation now. ” You include the last sentence to tell the customer that you’ll be glad to help at some other time—provided that he stops swearing. Once you’ve indicated you’re ending the conversation, you’ll do so unless the customer offers a clear apology or commitment to abide by the limit you set. Before using limits to end interactions, you should be clear about your organization’s policies and wishes regarding what constitutes reasonable grounds for ending an interaction or refusing further service.

You can always assure the customer that you will try, even if you don’t yet know if you can give the customer what he or she wants. Assurances of Results An assurance of results is a stronger statement than an assurance of effort: it promises that the customer will have his or her problem resolved. An assurance of effort doesn’t promise results, so it can be used in almost any situation. Assurances of results should be made only when you can legitimately guarantee the results you are promising.

Notification, even when you’ll only be a few minutes late, is always a good thing, because it demonstrates your concern for the customer and his or her time. With the advent of the cell phone, it’s easy to contact customers even if you’re in transit (but be sure to follow driving/cell phone laws). If you look at (4), you’ll see the use of offering a choice to the customer. He offers an “out” so that if the 50 customer needs to reschedule or cancel the meeting, he can do so using the opening the employee provides.

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Perfect Phrases for Customer Service, Second Edition by Robert Bacal


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