Perfect Phrases for Customer Service, Second Edition

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 worseHandling complaints patiently and professionallySatisfying customers and increasing salesBuilding long-term relationships with important customers