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Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases)

Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases)

enlarge enlarge 		Author: Robert Bacal
Publisher: McGraw-Hill
Category: Book

List Price: $9.95
Buy New: $4.77
You Save: $5.18 (52%)



New (26) Used (10) from $4.06

Rating: 3.5 out of 5 stars 5 reviews
Sales Rank: 28650

Media: Paperback
Edition: 1
Pages: 175
Number Of Items: 1
Shipping Weight (lbs): 0.1
Dimensions (in): 8 x 4.8 x 0.6

ISBN: 007144453X
Dewey Decimal Number: 658.812
EAN: 9780071444538
ASIN: 007144453X

Publication Date: December 29, 2004
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Condition: 100% Brand New! - Ships Today! Identical to Amazon's book in every way. Flawless! Not a cheap Remainder or Book Club Copy! *We recommend Expedited Shipping option for much faster mail delivery
Editorial Reviews:

Product Description

Tools for pleasing even the most demanding customers

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

    For more information, visit www.customerservicezone.com



Customer Reviews:

4 out of 5 stars Solid Advice for Difficult Situations   August 25, 2008
Jane Baxter (QUEENSLAND, AUSTRALIA)
0 out of 1 found this review helpful

This book provides a solid foundation for customer interactions anywhere. It is straightforward, easy to read and a valuable tool to help staff deal, particularly, with difficult customers.


4 out of 5 stars Helpful book   March 23, 2008
Noelle M. Taugner
1 out of 2 found this review helpful

this is a great book to provide practical advice on how to handle specific situations. I am using this book to do a presentation for my staff.


4 out of 5 stars Quick and easy read, lots of valuable tips   August 31, 2007
2MANYBOOKZ (NC, USA)
2 out of 2 found this review helpful

This book is succinct and easy to reference. I have 20+ years customer service experience and WOULD recommend this book to anyone who is open-minded to trying new tools and techniques. If you are having trouble with customers, change your approach. This book will help you do just that.

What the world needs now is more customer service!


5 out of 5 stars Short, practical, concise help for dealing with customers   April 28, 2005
Mary Skiller (Canada)
18 out of 18 found this review helpful

The book begins with a section outlining some sixty specific customer service techniques, and describes each of them. Some are very basic, and some are more advanced, particularly those that deal with dealing with angry customers, or preventing problems with customers from escalating and becoming time consuming.

But that's not the meat of the book, or what makes the book so useful. The rest of the book contains about sixty vignettes or dialogues between customers and staff, showing how the various situations SHOULD be handled. Each vignette is short, and to the point and the information for each one can be assimilated and learned from in a very few minutes.

I like this book because it can be used in so many ways. You can sit and read it through. You can browse it and just read the parts that you want help with. You can read one or two vignettes, and learn one or two skills a day, since each segment really stands on its own. It's a great source book to use in customer service training, because it's all there -- techniques, and how to use them.

It's low priced. It's quick to learn from. And it's real. Most of the vignettes struck home with me. I bet I've had most of these situations.

If there's a better, faster book to learn how to deal with customers (especially the difficult customers), I haven't found it yet.




1 out of 5 stars Lots of Bad Advice!!!! An Awful Book :(   April 20, 2005
L. D Robinson (CA United States)
10 out of 29 found this review helpful

I've been in the customer service field for 15 years, and this is, hands down, the worst customer service book I've ever read! The techniques listed are truly awful. In every situation I put myself in the customer's position and if the person helping me followed these techniques - I would quickly become an angry customer or insulted and never visit that establishment again. The author lists the exact wrong things to do to provide good customer service, yet he presents them as good techniques and the right thing to do. Awful! I think Mr. Bascal didn't pay attention to the title of his book - it is NOT entitled "Perfect Ways to Enrage Your Customers."

The first part of the book the author labors on and on about how "allegedly" great his book is and then proceeds to take 15 pages to explain the set up of his book - which could be done in two or three sentences. He then outlines his very bad techniques in the second section, and the third section he gives examples of how to put these outrageous techniques in to action.

Whatever you do, do NOT buy this book. And most importantly, do not let your employees read this book!!! I would hate to see anyone putting these stupid and customer enraging/insulting tecniques in to practice.

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