Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation by Robert Bacal
Most employees can benefit from learning to use specific verbal techniques to handle customers
Difficult customers especially can take a toll on both company bottom lines and the health and well being of employees. In the best-case scenario, angry customers who are not defused properly will not return.
This book provides clear explanations of the techniques an employee can apply, plus 101 dialogues and scripts that can be learned and adapted for immediate use.