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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 thats 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 BacalReviewed By Purplycookie
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