Powerful Phrases for Effective Customer Service

Powerful Phrases for Effective Customer Service

by RENÉE EVENSON
Released September 2012
Publisher(s): AMACOM
ISBN: 9780814420331

Read it now on the O’Reilly learning platform with a 10-day free trial.

O’Reilly members get unlimited access to books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.

Start your free trial

Book description


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.

Table of contents

  1. Cover
  2. Title
  3. Contents
  4. Introduction
  5. Acknowledgments
  6. Part I Powerful Phrases + Actions = Successful Customer Interactions
    1. 1 Communicating Powerful Phrases
      1. Don’t Do This!
      2. Why This Doesn’t Work
      3. Phrases of Welcome
      4. Phrases of Courtesy
      5. Phrases of Rapport
      6. Phrases of Enthusiasm
      7. Phrases of Assurance
      8. Phrases of Empathy
      9. Phrases of Regret
      10. Phrases of Appreciation
      11. Do This!
      12. Why This Works
    2. 2 Actions That Enhance Powerful Phrases
      1. Don’t Do This!
      2. Why This Doesn’t Work
      3. Attentiveness Is Job Number 1
      4. A Positive Attitude Is Everything
      5. Tone of Voice and Body Language Communicate Volumes
      6. Ethical Behavior Matters
      7. Energy Level Keeps You Level Headed
      8. Calming Techniques Keep You in Control
      9. Do This!
      10. Why This Works
  7. Part II Powerful Phrases and Scripts for Every Situation
    1. 3 Powerful Phrases for Typical Customer Interactions
      1. Meet and Greet
        1. Step 1: Make a Great First Impression
        2. Step 2: Greet the Customer
      2. Understand and Assist
        1. Step 3: Understand the Customer’s Request
        2. Step 4: Assist the Customer
      3. Agree and Acknowledge
        1. Step 5: Gain Agreement
        2. Step 6: Acknowledge the Customer
    2. 4 Powerful Phrases for Challenging Customer Behaviors
      1. What to Do When the Customer Is Agitated
      2. What to Do When the Customer Is Angry
      3. What to Do When the Customer Is Combative
      4. What to Do When the Customer Is Condescending
      5. What to Do When the Customer Is Confused
      6. What to Do When the Customer Is a Deal Maker
      7. What to Do When the Customer Is Demanding
      8. What to Do When the Customer Is Demeaning (to You Personally)
      9. What to Do When the Customer Is Dismissive
      10. What to Do When the Customer Is Dissatisfied (with You or Your Company)
      11. What to Do When the Customer Is Freaking Out
      12. What to Do When the Customer Is Grumbling
      13. What to Do When the Customer Is Harassing You
      14. What to Do When the Customer Is Impulsive
      15. What to Do When the Customer is Indecisive
      16. What to Do When the Customer Is Intoxicated
      17. What to Do When the Customer Is Melodramatic
      18. What to Do When the Customer Is Mentally Unstable
      19. What to Do When the Customer Is Noncommunicative
      20. What to Do When the Customer Is Obnoxious
      21. What to Do When the Customer Is Overly Analytical
      22. What to Do When the Customer Is Overly Friendly
      23. What to Do When the Customer Is Pessimistic
      24. What to Do When the Customer Is Pushy
      25. What to Do When the Customer Is Self-Righteous
      26. What to Do When the Customer Is Shy
      27. What to Do When the Customer Is Stressed
      28. What to Do When the Customer Is Swearing
      29. What to Do When the Customer Is Threatening
      30. What to Do When the Customer Is Wary
    3. 5 Powerful Phrases for Challenging Employee Situations
      1. What to Do When You Made a Poor First Impression
      2. What to Do When You Can’t Understand Your Customer
      3. What to Do When You Stereotype a Customer
      4. What to Do When Interacting with a Customer Who Is Disabled
      5. What to Do When You Make a Mistake
      6. What to Do When Another Employee Makes a Mistake
      7. What to Do When You Have No Clue What to Do
      8. What to Do When You Have to Say No to Your Customer
      9. What to Do When You’ve Said Something Tactless
      10. What to Do When You’ve Talked Over Your Customer’s Head
      11. What to Do When You’ve Patronized a Customer
      12. What to Do When You Didn’t Listen to Your Customer
      13. What to Do When You Annoy Your Customer
      14. What to Do When You Say Something Sarcastic to Your Customer
      15. What to Do When You or Your Customer Is Embarrassed
      16. What to Do When You’re New and Not Yet Working Up to Speed
      17. What to Do When You’re Faced with an Ethical Dilemma
      18. What to Do When You Show That You’re Having a Bad Day
      19. What to Do When You Feel You’re Going to Lose It
      20. What to Do When You’re Having a Personal Problem That Affects Your Work
    4. 6 Powerful Phrases for Social Media Interactions
      1. What to Do When a Customer Makes a Comment
      2. What to Do When a Customer Complains
      3. What to Do When a Customer Compliments
  8. Copyright

Product information

  • Title: Powerful Phrases for Effective Customer Service
  • Author(s): RENÉE EVENSON
  • Release date: September 2012
  • Publisher(s): AMACOM
  • ISBN: 9780814420331