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Perfect Phrases for Customer Service, Second Edition

Book Description

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.

Table of Contents

  1. Cover Page
  2. Perfect Phrases™ for Customer Service
  3. Copyright Page
  4. Contents
  5. Preface to the Second Edition
  6. Part One. Succeeding at Customer Service
    1. Chapter 1. Basics of Customer Service
      1. What’s in It for Me?
      2. Different Kinds of Customers
      3. First Things First—Dispelling an Important Customer Service Myth
      4. Understanding What Customers Want
      5. How to Get the Most from This Book
    2. Chapter 2. Customer Service Tools and Techniques
      1. Above and Beyond the Call of Duty
      2. Acknowledge Customer’s Needs
      3. Acknowledge Without Encouraging
      4. Active Listening
      5. Admit Mistakes
      6. Allow Venting
      7. Apologize
      8. Appropriate Nonverbals
      9. Appropriate Smiles
      10. Arrange Follow-Up
      11. Ask Probing Questions
      12. Assurances of Effort
      13. Assurances of Results
      14. Audience Removal
      15. Bonus Buy Off
      16. Broken Record
      17. Close Interactions Positively
      18. Common Courtesy
      19. Complete Follow-Up
      20. Contact Security/Authorities/Management
      21. Disengage
      22. Distract
      23. Empathy Statements
      24. Expedite
      25. Expert Recommendations
      26. Explain Reasoning or Actions
      27. Face-Saving Out
      28. Find Agreement Points
      29. Finish Off/Follow Up
      30. Isolate/Detach Customer
      31. Level
      32. Manage Height Differentials/Nonverbals
      33. Manage Interpersonal Distance
      34. Not Taking the Bait
      35. Offering Choices/Empowering
      36. Plain Language
      37. Preemptive Strike
      38. Privacy and Confidentiality
      39. Pros and Cons
      40. Provide Alternatives
      41. Provide a Customer Takeaway
      42. Provide Explanations
      43. Question Instead of State
      44. Refer to Supervisor
      45. Refer to Third Party
      46. Refocus
      47. Set Limits
      48. Some People Think That (Neutral Mode)
      49. Stop Sign–Nonverbal
      50. Suggest an Alternative to Waiting
      51. Summarize the Conversation
      52. Telephone Silence
      53. Thank-Yous
      54. Timeout
      55. Use Customer’s Name
      56. Use of Timing with Angry Customers
      57. Verbal Softeners
      58. Voice Tone—Emphatic
      59. When Question
      60. You’re Right!
  7. Part Two. Dealing with Specific Customer Situations
    1. 1. When You’re Late or Know You’ll Be Late
    2. 2. When a Customer Is in a Hurry
    3. 3. When a Customer Jumps Ahead in a Line of Waiting Customers
    4. 4. When a Customer Asks to Be Served Ahead of Other Waiting Customers
    5. 5. When a Customer Interrupts a Discussion Between the Employee and Another Customer
    6. 6. When a Customer Has a Negative Attitude About Your Company Due to Past Experiences
    7. 7. When You Need to Explain a Company Policy or Procedure
    8. 8. When a Customer Might Be Mistrustful
    9. 9. When the Customer Has Been Through Voicemail Hell
    10. 10. When a Customer Is Experiencing a Language Barrier
    11. 11. When the Customer Has Been “Buck-Passed”
    12. 12. When a Customer Needs to Follow a Sequence of Actions
    13. 13. When the Customer Insults Your Competence
    14. 14. When a Customer Won’t Stop Talking on the Phone
    15. 15. When the Customer Swears or Yells #1
    16. 16. When the Customer Swears or Yells #2
    17. 17. When a Customer Won’t Stop Talking and Is Getting Abusive on the Phone #1
    18. 18. When a Customer Won’t Stop Talking and Is Getting Abusive on the Phone #2
    19. 19. When a Customer Has Been Waiting in a Line
    20. 20. When You Don’t Have the Answer
    21. 21. When Nobody Handy Has the Answer
    22. 22. When You Need to Place a Caller on Hold
    23. 23. When You Need to Route a Customer Phone Call
    24. 24. When You Lack the Authority to …
    25. 25. When a Customer Threatens to Go Over Your Head
    26. 26. When a Customer Demands to Speak with Your Supervisor
    27. 27. When a Customer Demands to Speak with Your Supervisor, Who Isn’t Available
    28. 28. When a Customer Threatens to Complain to the Press
    29. 29. When a Customer Demands to Speak to the “Person in Charge”
    30. 30. When a Customer Makes an Embarrassing Mistake
    31. 31. When a Customer Withholds Information Due to Privacy Concerns
    32. 32. When a Customer Threatens Bodily Harm or Property Damage
    33. 33. When a Customer Is Confused About What He or She Wants or Needs
    34. 34. When a Customer Makes a Racist Remark
    35. 35. When a Customer Makes a Sexist Remark
    36. 36. When a Customer Refuses to Leave
    37. 37. When a Customer Accuses You of Racism
    38. 38. When a Customer Plays One Employee Off Another (“So-and-So Said”)
    39. 39. When a Customer Might Be Stealing
    40. 40. When a Customer Is Playing to an Audience of Other Customers
    41. 41. When a Customer Exhibits Passive-Aggressive Behavior
    42. 42. When a Customer Uses Nonverbal Attempts to Intimidate
    43. 43. When a Customer Makes Persistent and Frequent Phone Calls
    44. 44. When Someone Else Is Not Responding (No Callback)
    45. 45. When You Need to Clarify Commitments
    46. 46. When a Customer Wants Information You’re Not Allowed to Give
    47. 47. When a Customer Makes a Suggestion to Improve Service
    48. 48. When You Can’t Find a Customer’s Reservation/Appointment
    49. 49. When You’re Following Up on a Customer Complaint
    50. 50. Properly Identifying the Internal Customer
    51. 51. When an Internal Customer Isn’t Following Procedures to Request Service
    52. 52. When the Customer Wants Something That Won’t Fill His Need
    53. 53. When You Want Feedback from the Customer
    54. 54. When a Customer Complains About Red Tape and Paperwork
    55. 55. When You Need to Respond to a Customer Complaint Made in Writing
    56. 56. When a Reservation/Appointment Is Lost and You Can’t Meet the Commitment
    57. 57. When Customers Are Waiting in a Waiting Room
    58. 58. When a Customer Complains About a Known Problem
    59. 59. When a Customer Asks Inappropriate Questions
    60. 60. When a Customer Tries an Unacceptable Merchandise Return
  8. Part Three. Social Media and Customer Service
    1. The Connection Between Social Media and Customer Service
      1. 61. Scanning, Watching, Searching (Proactive)
      2. 62. Triage: Proactively Prioritizing Complaints/Comments
      3. 63. Contact!
      4. 64. Proactive Complaint Handling