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Perfect Phrases for Customer Service, 2nd Edition
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内容简介
THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME

You’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

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

页数: 256
出版商: McGraw-Hill; 2nd Edition
出版时间:2010.12
语言:英语
ISBN-10: 0071745068
ISBN-13: 978-0071745062
文件大小: 1.1 MiB
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