Powerful Phrases For Effective Customer Service

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Powerful Phrases for Effective Customer Service

Renée Evenson
Powerful Phrases for Effective Customer Service Book PDF

Author : Renée Evenson
Publisher : HarperChristian + ORM
Page : 303 pages
File Size : 51,9 Mb
Release : 2012-09-12
Category : Business & Economics
ISBN : 9780814420331

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Powerful Phrases for Effective Customer Service by Renée Evenson Pdf

Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: 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 deliver those words effectively. 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.

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

Robert Bacal
Perfect Phrases for Customer Service Hundreds of Tools Techniques and Scripts for Handling Any Situation Book PDF

Author : Robert Bacal
Publisher : McGraw Hill Professional
Page : 240 pages
File Size : 41,6 Mb
Release : 2005-01-20
Category : Business & Economics
ISBN : 9780071465113

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

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 Dealing with Difficult People

Renee Evenson
Powerful Phrases for Dealing with Difficult People Book PDF

Author : Renee Evenson
Publisher : AMACOM
Page : 242 pages
File Size : 47,8 Mb
Release : 2013-10-15
Category : Business & Economics
ISBN : 9780814432990

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Powerful Phrases for Dealing with Difficult People by Renee Evenson Pdf

How to Manage Work Relationships in a Constructive Way that Leads to Success. Learning how to maintain strong, harmonious work relationships is essential. Unfortunately, at some point in your career, you'll have to work with people whose personalities or habits make every interaction with them a trial. Communications expert Renee Evenson has written the definitive phrasebook on how to confront the situations that can arise when dealing with difficult personalities and bring about a positive outcome. Powerful Phrases for Dealing with Difficult People is packed with practical and easy-to-use tactics such as: 325 powerful phrases to communicate effectively, as well as powerful actions to take in support of those phrases. 30 common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each. Nonverbal communication actions to back up your words. Sample dialogues that demonstrate how phrasing improves interactions. A five-step process for moving from conflict to resolution. "Why This Works" sections that provide detailed explanations. Often, an employee who can interact well with others and feels comfortable handling conflict will be promoted over an employee who possesses greater job or technical knowledge. From egotistical bosses to meeting monopolizers, you'll learn how to develop the skills to handle any type of conflict with anyone.

Customer Service Training 101

Renee Evenson
Customer Service Training 101 Book PDF

Author : Renee Evenson
Publisher : AMACOM
Page : 246 pages
File Size : 53,9 Mb
Release : 2017-12-14
Category : Business & Economics
ISBN : 9780814438923

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Customer Service Training 101 by Renee Evenson Pdf

This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as “uninformed,” “rude,” “hot-tempered,” “uncaring”? For your customer, nothing else represents your business more than your employees; therefore, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your business plan is sound. Your product is needed. Your growth strategies are ground-breaking, but poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it’s too late.

Powerful Phrases for Successful Interviews

Tony Beshara,Phil McGraw
Powerful Phrases for Successful Interviews Book PDF

Author : Tony Beshara,Phil McGraw
Publisher : AMACOM
Page : 258 pages
File Size : 42,6 Mb
Release : 2014-02-13
Category : Business & Economics
ISBN : 9780814433553

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Powerful Phrases for Successful Interviews by Tony Beshara,Phil McGraw Pdf

The job market is full of qualified applicants--which means the next position you apply for will be filled by the candidate who gives the right answers. How confident are you that your responses are distinguishing you from the competition? When it's time to choose between a candidate who is perfect on paper and one who is persuasive in person, there’s no contest. After all, almost every applicant who makes it to the interview process looks fabulous on a résumé. So employers have to make gut-level evaluations based on the candidates’ answers to the interview questions. Hiring expert Tony Beshara knows the words that trigger “yes” in the minds of employers--and in this book, he arms candidates with hundreds of ready-to-use responses to even the toughest interview questions. Covering entry-level to executive positions and encompassing all industries, Powerful Phrases for Successful Interviews propels job seekers through every stage of the process. Beshara will show you the power phrases to: Get your foot in the door Clearly communicate your skills, strengths, and experience Make a great impression at the crucial opening and close Score high on the likability factor Dispel lingering concerns about work history Give follow-up emails real impact Negotiate a strong job offer Powerful Phrases for Successful Interviews provides candidates with hundreds of ready-to-use responses to even the toughest interview questions, giving professionals the right words to make the difference every time.

2600 Phrases for Effective Performance Reviews

Paul Falcone
2600 Phrases for Effective Performance Reviews Book PDF

Author : Paul Falcone
Publisher : AMACOM
Page : 254 pages
File Size : 55,6 Mb
Release : 2005-06-10
Category : Business & Economics
ISBN : 9780814428702

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2600 Phrases for Effective Performance Reviews by Paul Falcone Pdf

This trusted reference puts thousands of ready-to-use words, phrases, descriptions, and action items right at your fingertips — perfect for review time, creating development plans, and monitoring performance year-round. Whether you're an HR professional or a manager, chances are there's one task you really dislike: giving performance reviews. Even if you know the basic points you want to get across, finding the right words and committing them to paper is about as much fun as a trip to the dentist. This phrasebook puts the right words in your hands with phrases that managers, supervisors, and HR professionals can use to help them properly evaluate performance and make the whole process much smoother. In 2600 Phrases for Effective Performance Reviews, renowned career expert Paul Falcone covers the 25 most commonly-rated performance factors including: productivity, time management, teamwork, decision making, and more! Falcone also shares job-specific parameters that apply in sales, customer service, finance, and many other areas and industries. 2600 Phrases for Effective Performance Reviews is useful not just for review time but will also be instrumental in creating job descriptions and development plans as well as monitoring performance, progress, and problems year-round.

3000 Power Words and Phrases for Effective Performance Reviews

Sandra E. Lamb
3000 Power Words and Phrases for Effective Performance Reviews Book PDF

Author : Sandra E. Lamb
Publisher : Ten Speed Press
Page : 258 pages
File Size : 51,6 Mb
Release : 2013-08-27
Category : Business & Economics
ISBN : 9781607744832

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3000 Power Words and Phrases for Effective Performance Reviews by Sandra E. Lamb Pdf

A comprehensive yet accessible handbook for writing and conducting meaningful, effective performance reviews, geared toward managers of all levels, from the author of How to Write It. Performance reviews are one of the best tools managers have to shape company talent and culture, develop strong channels of communication with employees, and create systemic change. However, the stress and struggle to find just the right words is often what managers and HR professionals dislike most about conducting employee evaluations. In this pithy, user-friendly handbook, author and writing teacher Sandra E. Lamb lays out the best methods and proven tactics to administer productive evaluations that benefit both parties—and the company. Lamb teaches managers how to design scoring systems for employees that track progress with hard data, how to best prepare for and conduct both in-person and written reviews, and the key words to use. Covering hard and soft skills, 3000 Power Words and Phrases for Effective Performance Reviews includes lists of powerful phrases and words that clearly describe performance—both positive and negative—including sections targeted to specific industries and jobs. This guide empowers managers at all levels to master the art of performance reviews that achieve results.

Perfect Phrases for Customer Service, Second Edition

Robert Bacal
Perfect Phrases for Customer Service Second Edition Book PDF

Author : Robert Bacal
Publisher : McGraw Hill Professional
Page : 256 pages
File Size : 41,6 Mb
Release : 2010-12-03
Category : Business & Economics
ISBN : 0071759298

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Perfect Phrases for Customer Service, Second Edition by Robert Bacal Pdf

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

The Leader Phrase Book

Patrick Alain
The Leader Phrase Book Book PDF

Author : Patrick Alain
Publisher : Red Wheel/Weiser
Page : 200 pages
File Size : 55,6 Mb
Release : 2011-11-22
Category : Business & Economics
ISBN : 9781601636263

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The Leader Phrase Book by Patrick Alain Pdf

Easily find the right words to respond like a leader in any situation, communicate effectively, and make your way to success. The Leader Phrase Book contains more than 3,000 dynamic phrases that will enable you to prevail in virtually all of life’s important situations. You will be in command of your words and always stay ahead of the game. With this passport to success, you will begin a new journey on which you are among the charismatic, the untouchable . . . the elite. This easy-to-use reference book will give you a new image you can take pride in helping you to quickly reach your full leadership potential. You will have all the weapons to effectively succeed whenever vibrant, forceful language is required. It works like magic! The Leader Phrase Book will teach you how to: • Speak like a leader • Master all conversations • Attain a charismatic presence • Gain the respect of others • Achieve a lightning-fast rhetoric • Find the right phrases instantly • Argue effectively • Be the envy of all you meet The Leader Phrase Book is the culmination of ten years of Patrick’s personal research on how leaders communicate. It is the summation of his efforts to share one of the most invaluable skills in life: “how to put yourself in command.” Praise for The Leader Phrase Book “This refreshing and practical tool will help to enlarge, promote, and articulate the world of communication.” —Cristina Roggero, Pepperdine University professor of literature “An indispensable tool to help you become quickly fluent in phrases that put you ahead in the marketplace.” —Tony Azar, Homeland Security Chief Engineer “A must read for anyone who wants to move ahead in business.” —Jami Levesque, technical director of 300 and Transformers 3

Perfect Phrases for Dealing with Difficult People: Hundreds of Ready-to-Use Phrases for Handling Conflict, Confrontations and Challenging Personalities

Susan Benjamin
Perfect Phrases for Dealing with Difficult People Hundreds of Ready to Use Phrases for Handling Conflict Confrontations and Challenging Personalities Book PDF

Author : Susan Benjamin
Publisher : McGraw Hill Professional
Page : 224 pages
File Size : 40,5 Mb
Release : 2007-09-06
Category : Business & Economics
ISBN : 0071595120

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Perfect Phrases for Dealing with Difficult People: Hundreds of Ready-to-Use Phrases for Handling Conflict, Confrontations and Challenging Personalities by Susan Benjamin Pdf

Perfect Phrases for the Right Situation, Every Time Whether it's hiring employees or creating teams, the Perfect Phrases series has the tools for precise, effective communication in any situation. With Perfect Phrases books, you have all the phrases you need to get things done, right at your fingertips!

The Complete Book of Perfect Phrases Book for Effective Managers

Linda Eve Diamond,Robert Bacal,Harriet Diamond,Douglas Max
The Complete Book of Perfect Phrases Book for Effective Managers Book PDF

Author : Linda Eve Diamond,Robert Bacal,Harriet Diamond,Douglas Max
Publisher : McGraw-Hill Education
Page : 0 pages
File Size : 54,7 Mb
Release : 2008-09-05
Category : Business & Economics
ISBN : 0071485651

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The Complete Book of Perfect Phrases Book for Effective Managers by Linda Eve Diamond,Robert Bacal,Harriet Diamond,Douglas Max Pdf

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.

Customer Service Tip of the Week

Jeff Toister
Customer Service Tip of the Week Book PDF

Author : Jeff Toister
Publisher : Unknown
Page : 168 pages
File Size : 46,5 Mb
Release : 2018-09-05
Category : Electronic
ISBN : 0692154140

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Customer Service Tip of the Week by Jeff Toister Pdf

Reinforce your customer service skills! The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the basics, Customer Service Tip of the Week is your resource for proven tips, ideas, and techniques. Thousands of customer service professionals from all around the world read the weekly Customer Service Tip of the Week email. Now you can get more than 52 of the most popular tips all in one book. Use these tips to build rapport, exceed customer expectations, and solve tough problems. Select tips by category, by specific challenge, or just go in order. Each tip includes a short explanation plus practical suggestions. Focus on one tip per week to sharpen your skills over time. Customer service leaders will find additional resources for sharing the tips with your team!

PowerPhrases!

Meryl Runion
PowerPhrases Book PDF

Author : Meryl Runion
Publisher : Morgan James Pub
Page : 320 pages
File Size : 47,7 Mb
Release : 2010
Category : Business & Economics
ISBN : 1600378633

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PowerPhrases! by Meryl Runion Pdf

Have you ever needed to express yourself but did not because you could not find the right words? Have you ever walked away from a situation and thought of the perfect thing to say AFTER it was too late? Have you ever given a long explanation and wondered-is there a faster, more effective way to communicate? PowerPhrases! is the answer to those problems and questions. PowerPhrases! provides a toolbox of the perfect expressions to get your point across clearly and confidently. This book provides powerful words when you need them most. You will learn the exact words to assure common understanding, clear up conflict, establish a connection, get what you want and refuse what you don't want. Knowing what to say results in increased confidence, enhanced self-esteem, refinement and professionalism and the ability to slide out of sticky situations with grace and ease. PowerPhrases(tm)! tells you exactly what to say.

The Well-Spoken Thesaurus

Tom Heehler
The Well Spoken Thesaurus Book PDF

Author : Tom Heehler
Publisher : Sourcebooks, Inc.
Page : 395 pages
File Size : 40,9 Mb
Release : 2011-02-01
Category : Reference
ISBN : 9781402262487

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The Well-Spoken Thesaurus by Tom Heehler Pdf

The Well-Spoken Thesaurus is designed to help you improve your communication skills by expanding your vocabulary. The book includes over 200 words, arranged in easy-to-use categories, such as "positive emotions," "negative emotions," "intellectual terms," and "descriptive terms." Each entry includes a definition, synonyms, antonyms, and usage examples. The Well-Spoken Thesaurus is particularly useful for writers who want to improve the precision and impact of their language. By providing a range of synonyms for common words and phrases, the book helps writers avoid repetition and clichés, while also encouraging them to use language that is more vivid, specific, and memorable. Some of the benefits of using The Well-Spoken Thesaurus include: Making a stronger impression: By choosing words that are more precise and impactful, you can help your writing stand out from the crowd and make a stronger impression. Demonstrating your communication skills: Using a wide range of vocabulary can demonstrate that you are articulate, sophisticated, and able to communicate effectively. Conveying your personality: Includes a range of descriptive terms that can help you convey your personality and character traits in your writing Overall, The Well-Spoken Thesaurus can be a valuable resource for anyone who wants to improve their writing and communication skills.

Award Winning Customer Service

Renee Evenson
Award Winning Customer Service Book PDF

Author : Renee Evenson
Publisher : AMACOM
Page : 262 pages
File Size : 40,5 Mb
Release : 2007-08-29
Category : Business & Economics
ISBN : 0814400604

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Award Winning Customer Service by Renee Evenson Pdf

Delivering top-of-the-line customer service is Job #1 for most companies, an important factor in keeping profits high and customers coming back. Customer service problems can damage not just a company’s reputation but its bottom line, so for busy managers -- and business owners with little time to search for solutions -- some fast help is needed. Award-Winning Customer Service offers scores of quick tips for readers looking to improve and then maintain their company’s level of customer service. The book is chock full of practical advice on important topics such as: * planning and goal setting * effective communication * leadership * preparing for change * continual learning * coaching and development * effective feedback * motivational and problem-solving meetings * conflict resolution * follow-up and staying on top of the game * and more. Containing 101 effective tips in all, unique "When this happens, try this" sections, and encouraging quotes, this is an essential reference for anyone who needs guidance or just a refresher on making customers feel truly valued.