You’ve heard it a million times: “Theis always right.” But let’s face it–sometimes the 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
Robert Bacal is the author of Managing Performance and The Complete Idiot’s Guide to Consulting, and he runs the management website work911.com.
出版商: McGraw-Hill; 2nd Edition
文件大小: 1.1 MiB