Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results

Dealing with customers is not easy, they are not at all times right or even pleasant. Business creator Renée Evenson ensures you’ll at all times have the right words to defuse tense interactions.

Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers.

In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you:

• how to assess circumstances,
• choose one of the appropriate responses,
• and with a bit of luck and consistently deliver customer satisfaction.

Helpful sample scenarios and tangible instructions bring the phrases to life, even as detailed explanations bolster your confidence in order that you’ll have the right words as tools at your disposal and the skills to deliver those words effectively.

By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable to overcoming obstacles–you’ll make stronger all facets of your customer service.