Read Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation by Robert Bacal Free Online
Book Title: Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation|
The author of the book: Robert Bacal
Edition: McGraw-Hill Companies
Date of issue: January 1st 2005
ISBN 13: 9780071444538
Format files: PDF
The size of the: 378 KB
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Reader ratings: 4.5
Read full description of the books:
"Perfect Phrases for Customer Service" gets you quickly up and running with everything you need to keep customers happy and loyal, including:
- Clear explanations of the reasons for difficult customer behaviors
- Proven tools and techniques for successfully handling even the most cantankerous customers
- 101 dialogues and scripts organized according to types of difficult behaviors, usable as is or as part of a training program, and easily tailored to any industry and company culture
The book begins with a section outlining some sixty specific customer service techniques, and describes each of them. Some are very basic, and some are more advanced. But that's not the meat of the book, or what makes the book so useful. What sets this customer service book apart from many others is that each vignette is short, and to the point and the information for each one can be assimilated and learned from in a very few minutes.
I have been in customer service for several years and the book gave me some reminders as well as some new ideas that I plan to try out.
I like this updated version better than the previous. The author added another chapter which dealt specifically with "Social Media and Customer Service" which did discuss at the length "The Connection Between Social Media and Customer Service" complete with a few customized scenarios.
Title Perfect Phrases for Customer Service: Hundreds of Ready-To-Use Phrases for Handling Any Customer Service Situation
Author Robert Bacal
Reviewed By Purplycookie
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Read information about the authorI spent far too long in school and higher education, studying various aspects of psychology, education and cognitive science. I finally left the nest, and ended up in Winnipeg, Canada teaching college teachers how to teach, then on to the Government of Manitoba.
About 20 years ago he started his own training and consulting business.
But the more interesting stuff is that in and around 1998, I was approached to write my first book with a major publisher (McGraw-Hill) on performance management.
It must say something for being in the right place at the right time, since what followed were opportunities to write a good many other books, for both McGraw-Hill and Alpha Press (Idiot's Guides).
I've actually lost count of how many books I've written -- it gets complicated when you consider different editions, translations, and books publishers stuck my name on without my actually having to write anything new.
What drives me is the ideas in books, putting things into plain English, and in effect, teaching via the written word.
Eventually, provided I live long enough, and ever get enough money not to worry about money, I'd like to write fiction. Until then I'm still going on the non-fiction stuff.
I love talking to readers, and potential readers, and I love talking about the subjects I've written about, since I don't write books unless I feel driven by my own interests.