Perfect Phrases For Customer Service Table of Contents

Due for release in late 2004, Perfect Phrases For Customer Service (McGraw-Hill) is a unique and simple method to learn how to deal with standard and difficult customer service situations. For your information, we have compiled a Table of Contents for the book. Please note that book information is based on pre-publication information and may differ slightly in the published book. To view the second part of the Table of Contents for Perfect Phrases For Customer Service, which contains an outline of the customer service situations that are handled in depth, click here. To go back to the main page for this book click here.

Preface
About the Author

Chapter 1. Basics of Customer Service

What's in It for Me?

Different Kinds of Customers

First Things First-Dispelling an Important

Customer Service Myth

Understanding What Customers Want

About This Book

Chapter 2. Customer Service Tools and Techniques

Chapter Two presents dozens of very specific customer service tools and techniques that can be used in a wide variety of customer service situations.

Listing of Customer Service Skills

Above and Beyond The Call of Duty

Acknowledge Customer’s Needs

Acknowledging Without Encouraging

Active Listening

Admitting Mistakes

Allowing Venting

Apologize

Appropriate Nonverbals

Appropriate Smiles

Arranging Follow-Up

Assurances of Effort

Assurances of Results

Audience Removal

Bonus Buyoff

Broken Record

Closing Interactions Positively

Common Courtesy

Completing Follow-up

Contact Security/Authorities/Management

Disengaging

Distraction

Empathy Statements

Expediting

Expert Recommendations

Explain Reasoning or Actions

Face-Saving Out

Finding Agreement Points

Finishing Off/Following Up

Isolate/Detach Customer

Leveling

Managing Height Differentials/Nonverbals

Managing Interpersonal Distance

Not Taking the Bait

Offering Choices/Empowering

Plain Language

Preemptive Strike

Privacy and Confidentiality

Probing Questions

Pros and Cons

Providing a Customer Takeaway

Providing Alternatives

Providing Explanations

Questioning Instead of Stating

Referral to Supervisor

Referral to Third Party

Refocus

Setting Limits

Some People Think That (Neutral Mode)

Stop Sign-Nonverbal

Suggest an Alternative to Waiting

Summarize the Conversation

Telephone Silence

Thank-Yous

Timeout

Use Customer's Name

Use of Timing with Angry Customers

Verbal Softeners

Voice Tone-Emphatic

When Question

You're Right!

To view the second part of the Table of Contents for Perfect Phrases For Customer Service, which contains an outline of the customer service situations that are handled in depth, click here. To go back to the main page for this book click here.

More Information

Access All Book Information
Table of Contents (view skills covered)
Table of Contents (view customer situations covered)
Free Excerpt - Book Preface
Free Excerpt - Situation #1
Free Excerpt - Situation #2

This book (upon release in late 2004) will be available at your local bookstore, or through amazon.com and other booksellers. Here's the info:

Perfect Phrases For Customer Service, By Robert Bacal
# Paperback: 175 pages
# Publisher: McGraw-Hill; 1 edition (December 24, 2004)
# ISBN: 007144453X