Perfect Phrases For Customer Service Table of Contents Part 2
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 first part of the Table of Contents for Perfect Phrases For Customer Service, which lists the customer service skills you will learn, click here. To go back to the main page for this book click here, where you’ll find even more information on this book.
Chapter 3 – Dealing With Specific Customer Situations
This is the meat of the book. We show you, with very specific examples and dialogues, what to do, and what to say in the following customer service situations.
When You Are Late or Know You Will Be Late
When a Customer Is in a Hurry
When a Customer Jumps Ahead in a Line of Waiting Customers
When a Customer Asks to Be Served Ahead of Other Waiting Customers
When a Customer Interrupts a Discussion Between the Employee and Another Customer
When a Customer Has a Negative Attitude About Your Company Due to Past Experiences
When You Need to Explain a Company Policy or Procedure
When a Customer Might Be Mistrustful
When a Customer Has Been Through Voice Mail Hell
When a Customer Is Experiencing a Language Barrier
When the Customer Has Been “Buck-Passed”
When the Customer Needs to Follow a Sequence of Actions
When the Customer Insults Your Competence
When a Customer Won’t Stop Talking on the Phone
When the customer swears or yells in person #1
When the customer swears or yells in person #2
When a Customer Won’t Stop Talking and Is Getting Abusive on the Phone #1
When a Customer Won’t Stop Talking and Is Getting Abusive on the Phone #2
When a Customer Has Been Waiting in a Line
When You Don’t Have the Answer
When Nobody Handy Has the Answer
When You Need to Place a Caller on Hold
When You Need to Route a Customer Phone Call
When You Lack the Authority to …
When a Customer Threatens to Go over Your Head
When a Customer Demands to Speak with Your Supervisor
When a Customer Demands to Speak with Your Supervisor, Who Isn’t Available
When a Customer Threatens to Complain to the Press
When a Customer Demands to Speak to the “Person in Charge”
When a Customer Makes an Embarrassing Mistake
When a Customer Withholds Information Due to Privacy Concerns
When a Customer Threatens Bodily Harm or Property Damage
When a Customer Is Confused About What He or She Wants or Needs
When a Customer Makes a Racist Remark
When a Customer Makes a Sexist Remark
When a Customer Refuses to Leave
When a Customer Accuses You of Racism
When a Customer Plays One Employee off Another (“So-and-So Said”)
When a Customer Might Be Stealing
When a Customer Is Playing to an Audience of Other Customers
When customer exhibits Passive-Aggressive Behavior
When a Customer Uses Nonverbal Attempts to Intimidate
When a Customer Makes Persistent and Frequent Phone Calls
When someone else is not responding (no callback)
When You Need to Clarify Commitments
When a Customer Wants Information You Are Not Allowed to Give
When a Customer Makes a Suggestion to Improve Service
When You Can’t Find a Customer’s Reservation/ Appointment
When Your Are Following Up on a Customer Complaint
Properly Identifying the Internal Customer
When an Internal Customer Isn’t Following Procedures to Request Service
