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Perfect Phrases for Customer Service, Second Edition de Robert Bacal

Perfect Phrases for Customer Service, Second Edition

Autor Robert Bacal
en Limba Engleză Paperback – 16 ian 2011

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME

You've heard it a million times: "The customer is always right." But let’s face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee.
Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and phrases for:
  • Defusing bad situations before they get worse
  • Handling complaints patiently and professionally
  • Satisfying customers and increasing sales
  • Building long-term relationships with important customers
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Specificații

ISBN-13: 9780071745062
ISBN-10: 0071745068
Pagini: 256
Dimensiuni: 127 x 203 x 13 mm
Greutate: 0.26 kg
Ediția:2
Editura: McGraw Hill Education
Colecția McGraw-Hill
Locul publicării:United States

Cuprins

Partial Table of Contents:Preface; About the Author; Part One: Succeeding at Customer Service; Chapter 1: Basics of Customer Service; Chapter 2: Customer Service Tools and Techniques; Part Two: Dealing with Specific Customer Situations;