"Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you'll always have the right words to defuse tense interactions.
Practical and insightful, this book ensures you'll never again be at a loss for what to say to customers.
In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you:
- how to assess circumstances,
- choose one of many appropriate responses,
- and confidently and consistently deliver customer satisfaction.
Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you'll have the right words as tools at your disposal and the skills to deliver those words effectively.
By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service."
"How to Manage Work Relationships in a Constructive Way that Leads to Success.
Learning how to maintain strong, harmonious work relationships is essential. Unfortunately, at some point in your career, you'll have to work with people whose personalities or habits make every interaction with them a trial.
Communications expert Renee Evenson has written the definitive phrasebook on how to confront the situations that can arise when dealing with difficult personalities and bring about a positive outcome. Powerful Phrases for Dealing with Difficult People is packed with practical and easy-to-use tactics such as:
- 325 powerful phrases to communicate effectively, as well as powerful actions to take in support of those phrases.
- 30 common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each.
- Nonverbal communication actions to back up your words.
- Sample dialogues that demonstrate how phrasing improves interactions.
- A five-step process for moving from conflict to resolution.
- 'Why This Works' sections that provide detailed explanations.
Often, an employee who can interact well with others and feels comfortable handling conflict will be promoted over an employee who possesses greater job or technical knowledge. From egotistical bosses to meeting monopolizers, you'll learn how to develop the skills to handle any type of conflict with anyone."
"Employees aren’t just the front line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the knowledge they need to find the best solution for each and every customer.Whether you’re a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. Assessments and examples help you:
- Create positive first impressions
- Speak and write effectively
- Listen attentively
- Identify needs
- Develop trust, establish rapport, and make customers feel valued
- Connect with people in person, on the phone, or via email or social media
- Confidently handle customer complaints
- And more
Customer service skills are essential to the success of your company. This popular crash course equips you and your employees to excel in this important role."
