Perfect Phrases For Customer Service By Robert Bacal (McGraw-Hill)
Learn about an innovative and unique way to learn to improve your customer service skills and those of your colleagues and managers.
Scheduled for release in late 2004, Perfect Phrases For Customer Service is designed to improve customer service skills, no matter what sector you work in. It is ideal for both customer service personnel, and for use in training, because it's practical, useful, and is short and to the point. Here's how it's set up (see bottom of this article to browse sample chapters, excerpts, preface and table of contents).
People don't learn customer service skills through talking about abstract situations. They learn by seeing, reading and hearing how tough customer service situations are handled PROPERLY. That's the core content of this book -- sixty dialogues that show readers exactly what to say, and what to do in various customer service situations.
The book opens with a very brief summary of "customer psychology", and what customers want and need from customer service staff. This provides a basis for understanding the customer, and the customer service role, so the examples and techniques will make sense.
The second section contains explanations of dozens of customer service techniques and tricks. It is these techniques that will be presented and portrayed in the next section.
The third section contains sixty customer service dialogues that demonstrate to readers exactly how to handle various customer service situations, ranging from the straight-forward (putting someone on hold on the phone) through to much more complex and difficult situations (e.g. what to do if a customer accuses you of racism, or makes repeated phone calls, or wants to return an item that is not returnable).
Each dialogue contains a brief opening explanation, and then readers will see what conversation looked like, with the employee demonstrating specific learnable customer service skills.
Each dialogue is explained so that the reader can learn how to use the techniques him or herself in similar situations. Finally, each dialogue/chapter contains some specific hints and tips.
Before you go on to the links below, where you can find out more, here's why this book is different.
- short, to the point
- concrete, but with enough theory to help people use the techniques effectively
- applicable to all sectors, government, health, retail, service
- low cost, and high effectiveness value, a great tool for use in training
- browsable. People can choose to read it through, or simply choose what's relevant to them
Access All Book
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