POWERFUL PHRASES FOR EFFECTIVE CUSTOMER SERVICE: OVER 700 READY-TO-USE PHRASES AND SCRIPTS THAT REALLY GET RESULTS
Book ID/图书代码： 00431013B62920
English Summary/英文概要： Phenomenal customer service can’t be put into words. Or can it?
Let’s face it, dealing with customers isn’t easy. They aren’t always right—or even pleasant—but knowing the right words to use can make all the difference.
Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. Every chapter includes helpful Do This! sample scenarios that bring the phrases to life as well as Why This Works sections that provide detailed explanations.
Practical and insightful, Powerful Phrases for Effective Customer Service ensures that employees will never again be at a loss for words when dealing with customers.
Chinese Summary/中文概要： 惊人的客户服务是无法言喻的？还是可以呢？让我们面对它，与客户打交道是不容易的。他们并不总是正确的，甚至是愉快的，但知道使用合适的词语会让一切都不同。
《有效客服的强大词组》分享了超过700个短语和脚本，它们已经被证明一次又一次地化解危机，即使是在最困难的相互交流中。书中覆盖了30个具有挑战性的客户行为，20个坚韧的雇员造就的环境，这是一本不可或缺的参考，让读者容易评估环境，找到适当的响应，并信心十足地让每一位顾客满意。此外，读者将学习如何把欢迎，礼貌，融洽，热情，保证，遗憾，同情，和欣赏等语言纳入到他们的日常生活中。每章都包括帮助做这些：将短语带入生活的示例场景，以及对为什么它会起作用提供了详细的解释。
《有效客服的强大词组》是实用和有见地的，它确保员工永远不会在再次与客户打交道时语塞。(LNL)
Awards/获奖情况：
About the Author/作者介绍： 蕾妮•埃弗森曾在客户服务管理领域工作了超过30年，包括在南方贝尔电信公司担任了近二十年的客户服务经理和教练。她有一个组织心理学学位，是《101个客服培训及101个客服管理培训》的作者。RENéE EVENSON has worked in the customer service management field for over 30 years, including nearly two decades as a customer service manager and trainer at BellSouth Telecommunications. She has a degree in organizational psychology and is the author of Customer Service Training 101 and Customer Service Management Training 101.
Format:HARDCOVER
Rights Status/版权销售情况：Simplified Chinese/简体中文：AVAILABLE
Complex/Traditional Chinese/繁体中文：AVAILABLE(到期可授)
Sales in other countries/其他国家销售情况：
原文第一章内容：暂无
手稿：暂无
大纲：暂无