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 for the first edition, which has since been improved in the second edition (2010).
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, clickhere. 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 Non-verbals
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/Non-verbals
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
