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Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation
Tools for pleasing even the most demanding customers A satisfied customer is a loyal customer, and in today's supercompetitive business economy few things are as crucial to a company's bottom line as the quality of its customer service. This latest title in the popular Perfect Phrases series is just the thing for customer service employees and those who train and manage them. Perfect Phrases for Customer Service gets you quickly up and running with everything you need to keep customers happy and loyal,
175 pages, Paperback
First published December 29, 2004
52 people are currently reading
232 people want to read
About the author
Robert Bacal
52 books26 followersI 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.
https://plus.google.com/1027261429628...
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.
https://plus.google.com/1027261429628...
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Displaying 1 - 13 of 13 reviews
January 21, 2019
I read this book the summer before college. It was an easy read and I have always been terribly dealing with people, which explains why I read it in the first place. As far as the content, the author did an amazing job identifying the aspects of resolving conflict, examples include: not taking the bait (when someone acts shitty to you), active listening (except when they talk too much, then you just stay silent), direct to third party when you can’t help, offer compensations, check-in, apologize, refocus the task, and a 90 degree rotation to redirect the customer to somewhere else when they are aggressive.
Oh, and also, when someone talks over you, you raise your arm horizontally up to your waist level between you and the customer.
I am still really bad at talking to people, like I was before. But I did become more sympathetic to the people I serve.
This book taught me to not eliminate choices for people. Always give people options and empower them.
Oh, and also, when someone talks over you, you raise your arm horizontally up to your waist level between you and the customer.
I am still really bad at talking to people, like I was before. But I did become more sympathetic to the people I serve.
This book taught me to not eliminate choices for people. Always give people options and empower them.
February 18, 2013
Definitely recommended for library folks. Someone returned it and I picked I up while sorting and was very pleasantly surprised. So many good tips for handling situations I see all the time in circulation AND reference. It has a section about techniques and a much larger section of situations. Things like handling people who want to cut in line or interrupt, and patrons yelling and swearing or playing employees off one another. I think everyone could periodically use a refresher on this kind of stuff. New or different ideas about handling difficult situations can only enhance your customer service skills.
January 27, 2018
Helped me!
April 17, 2020
It's great to read something relevant in today's changing world....Using it, one can find different strategies useful in dealing with customers....
May 24, 2012
"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.
Book Details:
Title Perfect Phrases for Customer Service: Hundreds of Ready-To-Use Phrases for Handling Any Customer Service Situation
Author Robert Bacal
Reviewed By Purplycookie
- 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.
Book Details:
Title Perfect Phrases for Customer Service: Hundreds of Ready-To-Use Phrases for Handling Any Customer Service Situation
Author Robert Bacal
Reviewed By Purplycookie
May 24, 2012
"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.
Book Details:
Title Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation
Author Robert Bacal
Reviewed By Purplycookie
- 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.
Book Details:
Title Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation
Author Robert Bacal
Reviewed By Purplycookie
February 2, 2016
This book has a lot of great tips for people who aren't naturally comfortable dealing in a service environment. I picked it up looking for ways to organize information for front of line staff. It has helped setup several training manuals for the businesses I aid in.
May 14, 2015
Though not every situation is applicable in my area, this book offered solid examples and tips for conversation. The specific examples can, I think, be easily tailored to fit many situations.
January 24, 2016
Reasons for why customers behave like they do and scripts that can be used as an adjunct to a customer service training program.
January 2, 2017
Very basic book. For beginners only.
July 17, 2015
A very good series of books.
November 17, 2018
An awesome read for anyone who is interested in homing in on your customer service skills.
Displaying 1 - 13 of 13 reviews