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

Author: Robert Bacal
Publisher: McGraw Hill Professional
ISBN: 0071465111
Category : Business & Economics
Languages : en
Pages : 240

Book Description
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

Author: Renee Evenson
Publisher: AMACOM Div American Mgmt Assn
ISBN: 081442032X
Category : Business & Economics
Languages : en
Pages : 306

Book Description
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

Author: Linda Eve Diamond
Publisher: McGraw-Hill Education
ISBN: 9780071485654
Category : Business & Economics
Languages : en
Pages : 0

Book Description
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.

Perfect Phrases for Motivating and Rewarding Employees, Second Edition

Author: Harriet Diamond
Publisher: McGraw Hill Professional
ISBN: 0071744118
Category : Business & Economics
Languages : en
Pages : 176

Book Description
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 Documenting Employee Performance Problems

Author: Anne Bruce
Publisher: McGraw Hill Professional
ISBN: 007176271X
Category : Business & Economics
Languages : en
Pages : 144

Book Description
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.

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

Author: Robert Bacal
Publisher: McGraw Hill Professional
ISBN: 0071713581
Category : Business & Economics
Languages : en
Pages : 730

Book Description
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 ESL Conversation Skills

Author: Diane Engelhardt
Publisher: McGraw Hill Professional
ISBN: 0071774076
Category : Foreign Language Study
Languages : en
Pages : 257

Book Description
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.

Perfect Phrases for Communicating Change

Author: Lawrence Polsky
Publisher: McGraw Hill Professional
ISBN: 0071738304
Category : Business & Economics
Languages : en
Pages : 176

Book Description
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 Setting Performance Goals

Author: Douglas Max
Publisher: McGraw Hill Professional
ISBN: 0071454985
Category : Business & Economics
Languages : en
Pages : 194

Book Description
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 Building Strong Teams: Hundreds of Ready-to-Use Phrases for Fostering Collaboration, Encouraging Communication, and Growing a

Author: Linda Eve Diamond
Publisher: McGraw Hill Professional
ISBN: 0071594884
Category : Business & Economics
Languages : en
Pages : 162

Book Description
The Right Phrase for Every Situation...Every Time Whether you're a project manager, department head, or CEO, you have to choose the perfect words to inspire real teamwork. This quick-reference guide addresses all the issues you could possibly encounter working with a team-offering hundreds of ready-to-use phrases for every situation. From managing interpersonal conflicts to motivating an entire company, you'll find the exact words you need to: Get people to work with, not against each other Use positive feedback to promote and reward teamwork Inspire communication at every level of the team Build a winning team mindset that can't lose! The key to successful collaboration is right here at your fingertips-in this easy-to-use, subject-by-subject collection of empowering words and fail-proof phrases.