Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation

Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation
Author: Robert Bacal
Publisher: McGraw Hill Professional
Total Pages: 240
Release: 2005-01-20
Genre: Business & Economics
ISBN: 0071465111

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, 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 For more information, visit www.customerservicezone.com

Powerful Phrases for Effective Customer Service

Powerful Phrases for Effective Customer Service
Author: Renee Evenson
Publisher: AMACOM Div American Mgmt Assn
Total Pages: 306
Release: 2012
Genre: Business & Economics
ISBN: 081442032X

Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers 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 take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you'll never again be at a loss for what to say to customers. 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.

The Complete Book of Perfect Phrases Book for Effective Managers

The Complete Book of Perfect Phrases Book for Effective Managers
Author: Linda Eve Diamond
Publisher: McGraw-Hill Education
Total Pages: 0
Release: 2008-09-05
Genre: Business & Economics
ISBN: 9780071485654

The average manager doesn't have time to take classes or read lengthy volumes on managing techniques. Instead, you need to know right now what to say to coach and motivate your employees. With hundreds of ready-to-use phrases you can use in a wide variety of situations, The Complete Book of Perfect Phrases for Managers is the ultimate reference for motivating, managing, and growing employees.

The Complete Book of Perfect Phrases for High-Performing Sales Professionals

The Complete Book of Perfect Phrases for High-Performing Sales Professionals
Author: Robert Bacal
Publisher: McGraw Hill Professional
Total Pages: 730
Release: 2009-10-02
Genre: Business & Economics
ISBN: 0071713581

The Right Phrase forEvery Sales Situation A powerful command of words is the number one requirement for succeeding in the field of sales. Whether you’re cold-calling a prospect, presenting to a group of decision makers, or dealing with price objection, the make-or-break point of every transaction lies in sayingthe right thing to the right person at the right time. The CompleteBook of Perfect Phrases for High-Performing Sales Professionals isthe ultimate field guide for speaking and writing your way to salessuccess. You’ll find perfect phrases for: Lead Generation Turn cold calls into profitable relationships Expand your customer base Write engaging letters and e-mails Sales Calls Get access to decision makers Present your product in compelling language Resist objections and stalling tactics Customer Service Develop a rapport with every client Handle the most difficult of customers Close every conversation on a positive note

Perfect Phrases for Documenting Employee Performance Problems

Perfect Phrases for Documenting Employee Performance Problems
Author: Anne Bruce
Publisher: McGraw Hill Professional
Total Pages: 144
Release: 2005-06-08
Genre: Business & Economics
ISBN: 007176271X

Whether it's interviewing for a job, evaluating employee performance, setting goals for the future, or keeping customers happy, the Perfect Phrases series has the tools for precise, effective business communication. Distilling complex ideas into specific phrases that diplomatically and honestly depict the concepts at hand, this invaluable series provides: Ways to enhance customer service in any business Dialogues and scripts to practice interactions with customers or employees--tailorable to any industry or company culture The best answers to a wide range of interview questions Tips for documenting performance issues and conducting face-to-face reviews This quick-reference tool is perfect for managers who need to find effective ways to document performance problems and then be able to offer practical, helpful feedback to those individuals.

Perfect Phrases for Setting Performance Goals

Perfect Phrases for Setting Performance Goals
Author: Douglas Max
Publisher: McGraw Hill Professional
Total Pages: 194
Release: 2004-03-24
Genre: Business & Economics
ISBN: 0071454985

Set the bar for outstanding performance A follow-up to the top-selling Perfect Phrases for Performance Reviews, this book provides managers with phrases and goals that describe expected future performance from their direct reports. A timesaving job aid for any performance review or plan, the book: Makes it easy for managers to set high performance goals for executives, management, or non-managers employees Includes many categories of goals, from revenue and productivity goals to quality and personal development goals • Facilitates the goal-setting process across the organization Includes a guide to writing a performance plan for any employee Featuring hundreds of ready-to-use performance goals, this practical job aid makes it simple for managers to set the bar for outstanding future results.

Perfect Phrases for Communicating Change

Perfect Phrases for Communicating Change
Author: Lawrence Polsky
Publisher: McGraw Hill Professional
Total Pages: 176
Release: 2010-02-19
Genre: Business & Economics
ISBN: 0071738304

THE RIGHT PHRASE FOR EVERYSITUATION . . . EVERY TIME Employees respond to organizational change with worry, fear, and sometimeseven panic. Your job is to keep them motivated and focused—so you mustchoose your words carefully during times of upheaval. Perfect Phrases for Communicating Change has hundreds of ready-to-use phrasesfor ensuring your employees make the transition with clarity, commitment, andskill. Learn the most effective language for: Articulating new company initiatives Responding to questions with confidence Easing employees' fears Clarifying roles and responsibilities Addressing resistance and performance problems Praise for Perfect Phrases for Communicating Change "Perfect Phrases for Communicating Change is a wonderful book, filled with practical, solid advice, suggestions, and examples for how to communicate effectively in a time of change.” John Krajicek, Executive Professor and Assistant Director of Business Communication Studies, Texas A&M University "Communication during organizational change is everything. The right words at the right time can make all the difference between a successful and unsuccessful change initiative. This is a wonderful resource for finding the right words and sentiments to convey any type of change." Robert J. Marshak, Ph.D., author of Covert Processes at Work: Managing the Five Hidden Dimensions of Organizational Change “Finding the right words to communicate change is challenging, even for the best of managers. In this user-friendly text, Lawrence and Antoine provide hundreds of practical phrases to better prepare managers for the task. The book is rich with insightful suggestions on change messaging considerations and construction.” Edward Ferris, Assistant Professor, The New School for Management and Urban Policy "In my over 20 years of running companies and corporate divisions I have seen a direct correlation between the quality of communication of my managers and their success in the business world. If you aspire to be an effective, efficient, and productive leader then I highly recommend this book. It is an outstanding reference guide and road map for pragmatic yet inspirational communication techniques." Mitch Pisik, President and CEO, Breckwell Products

Perfect Phrases for Motivating and Rewarding Employees, Second Edition

Perfect Phrases for Motivating and Rewarding Employees, Second Edition
Author: Harriet Diamond
Publisher: McGraw Hill Professional
Total Pages: 176
Release: 2010-08-06
Genre: Business & Economics
ISBN: 0071744118

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME Hundreds of Ready-to-Use Phrases for Encouraging and Recognizing Employee Excellence! Whether you're giving a pep talk to a team or inspiring a direct report in a one-on-one meeting, you need the right words to keep your staff focused, engaged, enthusiastic, and productive. This fully revised and updated edition of Perfect Phrases for Motivating and Rewarding Employees has hundreds of ready-to-use phrases for inspiring peak performance. Learn the most effective language for: Creating a positive work environment Motivating people to achieve goals Providing performance-enhancing feedback Boosting morale in tough times Using social networking for business success

Perfect Phrases for Sales Presentations: Hundreds of Ready-to-Use Phrases for Delivering Powerful Presentations That Close Every Sale

Perfect Phrases for Sales Presentations: Hundreds of Ready-to-Use Phrases for Delivering Powerful Presentations That Close Every Sale
Author: Linda Eve Diamond
Publisher: McGraw Hill Professional
Total Pages: 209
Release: 2009-12-11
Genre: Business & Economics
ISBN: 0071635254

THE RIGHT PHRASE FOR THE RIGHT SITUATION—EVERY TIME When it comes to sales presentations, every word counts—but who has the time to craft perfect presentations all the time? You do—when you have Perfect Phrases for Sales Presentations. This go-to guide is exactly what you need to streamline this critical process. With hundreds of ready-to-use, time-saving phrases for delivering a winning sales presentation, this concise guide provides the ideal language for: Making a great fi rst impression Finding and cultivating prospective clients Grabbing and holding your customer’s attention Establishing your product’s value Getting commitment—and closing the deal

Perfect Phrases for ESL Conversation Skills

Perfect Phrases for ESL Conversation Skills
Author: Diane Engelhardt
Publisher: McGraw Hill Professional
Total Pages: 257
Release: 2012-09-14
Genre: Foreign Language Study
ISBN: 0071774076

Use just the right phrases and master the art of conversation like a native speaker of English How do you share an experience from your home country? What should you say to start a conversation? How do you offer someone your advice? This handy reference will help you navigate social and business situations, with hundreds of ready-to-use English phrases that will help you converse with friends, collaborate with co-workers, and engage those around you. Inside find examples of Perfect Phrases for . . . Introductions - Let me introduce myself. Invitations - How about going to dinner on Friday? Decisions - What are our options? Disbelief - You're pulling my leg! Gifts - That's very thoughtful of you.