Powerful phrases for effective customer service : over 700 ready-to-use phrases and scripts that really get results / Renee Evenson.

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  • Additional Information
    • Abstract:
      Summary: Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. Provides over seven hundred phrases for use in customer service to help with difficult customer behavior or with employee caused situations.
    • Content Notes:
      Communicating powerful phrases -- Actions that enhance powerful phrases -- Powerful phrases for typical customer interactions -- Powerful phrases for challenging customer behaviors -- Powerful phrases for challenging employee situations -- Powerful phrases for social media interactions.
    • Notes:
      Adult Follett Library Resources.
    • ISBN:
      9780814420324 (pbk.)
    • Accession Number: