Perfect Phrases for Customer Service

above average

Having aspergers, I can sometimes be at a loss of words when I am in a meeting or having a conversation with a person who I need to get buy in and trust from. This book provided me with the exact phrases and wording that I needed to use for sticky situations or situations that I had to talk with angry clients in a calm manner. When clients are angry or you want to encourage buy in... the words that you use matter. Even one word said at an inappropriate time can cause the problem to escalate to a dangerous level for all parties.From the average phone call of talking to people about orders or products all the way to talking with angry clients or clients that feel like they are being cheated from your company...this is your go to book.

very useful and practical

We are using it in a customer service classroom for adult learners and like the different models the book uses.

Useful book and covers a lot of ground and would recommend it to anyone who deals in customer service matters

This actually helped me! I was getting below average on my reviews for my customer service. I practiced and studied this book. Took it with me to work. Put into use what it suggested. Now it's second nature. Last year I got avg on customer service and this year I got Exceeds Expectations!!!! I even asked if that was a mistake and was told no you've dramatically improved especially with difficult situations!!!