Perfect Phrases for Customer Service, Second Edition

by Bacal, Robert

• ISBN13: 9780071745062
• ISBN10: 0071745068
• Edition: 2nd
• Format: Paperback
• Copyright: 2010-12-01
• Publisher: McGraw Hill

Summary

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

Author Biography

Robert Bacal is the author of Managing Performance and The Complete Idiot's Guide to Consulting. His performance management website, work911.com, is visited by thousands of people every month.

Table of Contents

Preface to the Second Edition	p. ix
Succeeding at Customer Service
Basics of Customer Service	p. 3
What's in it for Me?	p. 4
Different Kinds of Customers	p. 6
First Things First-Dispelling an Important Customer Service Myth	p. 8
Understanding what Customers Want	p. 10
How to get the most from this Book	p. 13
Customer Service Tools and Techniques	p. 15
Above and Beyond the Call of Duty	p. 16
Acknowledge Customer's Needs	p. 16
Acknowledge Without Encouraging	p. 17
Active Listening	p. 17
Admit Mistakes	p. 18
Allow Venting	p. 18
Apologize	p. 19
Appropriate Nonverbals	p. 19
Appropriate Smiles	p. 19
Arrange Follow-Up	p. 20
Ask Probing Questions	p. 20
Assurances of Effort	p. 21
Assurances of Results	p. 21
Audience Removal	p. 22
Bonus Buy Off	p. 22
Broken Record	p. 22
Close Interactions Positively	p. 23
Common Courtesy	p. 23
Complete Follow-Up	p. 24
Contact Security/Authorities/Management	p. 24
Disengage	p. 25
Distract	p. 25
Empathy Statements	p. 26
Expedite	p. 26
Expert Recommendations	p. 27
Explain Reasoning or Actions	p. 27
Face-Saving Out	p. 28
Find Agreement Points	p. 28
Finish Off/Follow Up	p. 29
Isolate/Detach Customer	p. 29
Level	p. 29
Manage Height Differentials/Nonverbals	p. 30
Manage Interpersonal Distance	p. 30
Not Taking the Bait	p. 31
Offering Choices/Empowering	p. 32
Plain Language	p. 32
Preemptive Strike	p. 33
Privacy and Confidentiality	p. 33
Pros and Cons	p. 34
Provide Alternatives	p. 34
Provide a Customer Takeaway	p. 35
Provide Explanations	p. 35
Question Instead of State	p. 36
Refer to Supervisor	p. 36
Refer to Third Party	p. 37
Refocus	p. 38
Set Limits	p. 38
Some People Think That (Neutral Mode)	p. 40
Stop Sign-Nonverbal	p. 40
Suggest an Alternative to Waiting	p. 41
Summarize the Conversation	p. 41
Telephone Silence	p. 42
Thank-Yous	p. 43
Timeout	p. 43
Use Customer's Name	p. 43
Use of Timing with Angry Customers	p. 44
Verbal Softeners	p. 44
Voice Tone-Emphatic	p. 45
When Question	p. 45
You're Right!	p. 46
Dealing with Specific Customer Situations
When you're Late or Know You'll Be Late	p. 49
When a Customer Is in a Hurry	p. 52
When a Customer Jumps Ahead in a Line of Waiting Customers	p. 54
When a Customer Asks to Be Served Ahead of Other Waiting Customers	p. 56
When a Customer Interrupts a Discussion between the Employee and Another Customer	p. 58
When a Customer has a Negative Attitude About Your Company Due to Past Experiences	p. 60
When You Need to Explain a Company Policy or Procedure	p. 63
When a Customer Might Be Mistrustful	p. 66
When the Customer Has Been Through Voicemail Hell	p. 69
When a Customer Is Experiencing a Language Barrier	p. 72
When the Customer Has been "Buck-Passed"	p. 75
When a Customer Needs to Follow a Sequence of Actions	p. 77
When the Customer Insults Your Competence	p. 79
When a Customer Won't Stop Talking on the Phone	p. 81
When the Customer Swears or Yells #1	p. 83
When the Customer Swears or Yells #2	p. 86
When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #1	p. 89
When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #2	p. 92
When a Customer Has Been Waiting in a Line	p. 95
When You Don't Have the Answer	p. 97
When Nobody Handy Has the Answer	p. 101
When You Need to Place a Caller on Hold	p. 104
When You Need to Route a Customer Phone Call	p. 107
When You Lack the Authority to ...	p. 109
When a Customer Threatens to go Over Your Head	p. 111
When a Customer Demands to Speak with Your Supervisor	p. 113
When a Customer Demands to Speak with Your Supervisor, Who Isn't Available	p. 116
When a Customer Threatens to Complain to the Press	p. 118
When a Customer Demands to Speak to the "Person in Charge"	p. 121
When a Customer Makes an Embarrassing Mistake	p. 125
When a Customer Withholds Information Due to Privacy Concerns	p. 128
When a Customer Threatens Bodily Harm or Property Damage	p. 131
When a Customer Is Confused About What He or She Wants or Needs	p. 135
When a Customer Makes a Racist Remark	p. 138
When a Customer Makes a Sexist Remark	p. 141
When a Customer Refuses to Leave	p. 144
When a Customer Accuses You of Racism	p. 147
When a Customer Plays One Employee Off Another ("So-and-So Said")	p. 150
When a Customer Might Be Stealing	p. 154
When a Customer Is Playing to an Audience of Other Customers	p. 156
When a Customer Exhibits Passive-Aggressive Behavior	p. 159
When a Customer Uses Nonverbal Attempts to Intimidate	p. 162
When a Customer Makes Persistent and Frequent Phone Calls	p. 165
When Someone Else Is Not Responding (No Callback)	p. 168
When You Need to Clarify Commitments	p. 172
When a Customer Wants Information You're Not Allowed to Give	p. 175
When a Customer Makes a Suggestion to Improve Service	p. 177
When You Can't Find a Customer's Reservation/Appointment	p. 180
When You're Following Up on a Customer Complaint	p. 183
Properly Identifying the Internal Customer	p. 186
When an Internal Customer Isn't Following Procedures to Request Service	p. 189
When the Customer Wants Something that Won't Fill His Need	p. 192
When You Want Feedback from the Customer	p. 195
When a Customer Complains About Red Tape and Paperwork	p. 198
When You Need to Respond to a Customer Complaint Made in Writing	p. 201
When a Reservation/Appointment Is Lost and You Can't Meet the Commitment	p. 204
When Customers Are Waiting in a Waiting Room	p. 207
When a Customer Complains about a Known Problem	p. 210
When a Customer Asks Inappropriate Questions	p. 212
When a Customer Tries an Unacceptable Merchandise Return	p. 214
Social Media and Customer Service
The Connection Between Social Media and Customer Service	p. 221
Scanning, Watching, Searching (Proactive)	p. 227
Triage: Proactively Prioritizing Complaints/Comments	p. 229
Contact!	p. 232
Proactive Complaint Handling	p. 234
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