Perfect Phrases for Customer Service, Second Edition

2. Auflage 2010
ISBN: 978-0-07-174506-2
Verlag: McGraw-Hill Education

Buch, Englisch, 256 Seiten, Format (B × H): 127 mm x 203 mm, Gewicht: 281 g

THE RIGHT PHRASE FOR EVERY SITUATION. EVERY TIMEYou've heard it a million times: "The customer is always right." But let’s face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee.Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and phrases for: - Defusing bad situations before they get worse - Handling complaints patiently and professionally - Satisfying customers and increasing sales - Building long-term relationships with important customers

Autoren/Hrsg.

Bacal, Robert

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

Partial Table of Contents:Preface; About the Author; Part One: Succeeding at Customer Service; Chapter 1: Basics of Customer Service; Chapter 2: Customer Service Tools and Techniques; Part Two: Dealing with Specific Customer Situations;

Über Autor(innen)

Bacal, Robert
McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

Robert Bacal is the author of Managing Performance and The Complete Idiot's Guide to Consulting, and he runs the management website work911.com.