Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases Series) 客服妙语 umd mobi chm 夸克云 免费 azw3 下载 pdf

A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal, including:

Clear explanations of the reasons for difficult customer behaviors

Proven tools and techniques for successfully handling even the most cantankerous customers

101 dialogues and *s organized according to types of difficult behaviors, 　　usable as is or as part of a training program, and easily tailored to any industry and company culture

Contents

　Preface

　About the Author

Part One Succeeding at Customer Service

　Chapter P.Basics of Customr Service

　What．Sin otforMe?

　Different Kinds of Customers

　FirsThings First--Dispelling an Important

　Customer Service Myth

　UnderStandin口What Customers Want

　AboutThis Book P3

　Chapter 2.Customer Service Tools arid Techniques

　　Above and Beyond the Calo of Duty

　　Acknowledge Customer's Needs

　　Acknowledging Without Encouraging

　　Active Listening

　　Admitting Mistakes

　　Allowing Venting

　　Apologize

　　……

Part Two.Dealing with Specific Customer Situations

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书籍介绍

Most employees can benefit from learning to use specific verbal techniques to handle customers. Difficult customers especially can take a toll on both company bottom lines and the health and well bei