Perfect Phrases For Customer Service, published by McGraw-Hill, and written by Robert Bacal, includes sixty tough customer service situations, and how to deal with them. It uses a series of dialogues, and explanations to show you what to do, and when.

We are continuing to develop new customer service tactics, strategies and tips, and scripts to demonstrate their use, and will post this additional material on customer service on these pages. Free of charge!

Additional Customer Service Techniques, Strategies and Behaviors

1) Using the "Can I..." Question.

Additional Scripts Demonstrating The Use of Customer Service Strategies

1) Getting Information From Customer That Customer Might Consider "Sensitive"