Get Perfect Phrases for Customer Service, Second Edition PDF

By Robert Bacal

ISBN-10: 0071745068

ISBN-13: 9780071745062

The fitting word for each state of affairs . . . whenever you will have heard it one million instances: ''The consumer is usually right.'' yet let’s face it--sometimes the buyer is misinformed, pressured, or downright tricky. the facility to address such buyers is what separates the intense expert from the common worker. ideal words for customer support, moment variation, offers the language you would like for daily customer support situations--and contains easy, powerful thoughts which may assist you meet even the main challenging buyer wishes. grasp the best phrases and words for: Defusing undesirable occasions sooner than they worsen dealing with proceedings patiently and professionally pleasing consumers and extending revenues construction long term relationships with very important consumers

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Extra resources for Perfect Phrases for Customer Service, Second Edition

Example text

It’s imperative that you and your supervisor are on the same wavelength for referrals. Some supervisors don’t ever want customers referred to them. You need to know what your supervisor expects—and the time to find out is not when you have an angry customer waiting. Then abide by those wishes. Refer to Third Party This technique resembles “Refer to Supervisor” except that the person who receives the customer isn’t a supervisor, but someone else in the organization, often a coworker. Third-party referrals are useful when someone else may know more about the subject at hand than you do, or when you believe that someone else,because of his or her personal style or approach,might work more effectively with a specific customer.

It’s doing something extra. Customers, even difficult ones, often display extreme gratitude and loyalty when you demonstrate that they are so important that they’re worth going beyond what’s required. That’s one of the secrets to good customer service—demonstrating through your actions that your customer is important and special. Acknowledge Customer’s Needs When customers see you make an effort to understand their needs (even if you can’t meet them),it’s more likely they will view you positively.

You need to acknowledge the facts of the situation and the emotions, but you don’t want to dwell on them. Focusing on them results in longer interactions that tend to be more emotional. Active Listening Active listening proves to the customer that you’re paying attention and that you believe the customer and what he or she has to say are important. It involves rephrasing the key points of what the customer has said and reflecting them back to the customer, often in the form of a question. For example: “So, you’re 17 Perfect Phrases for Customer Service saying that you’re sure there are parts missing from the product and you want a complete refund.

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Perfect Phrases for Customer Service, Second Edition by Robert Bacal

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