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bacal r perfect phrases customer service 2ed 2005 rep

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Textbook in PDF format The focus: to give you the tools to interact with customers more effectively, so the company, the customer, and you—the person dealing with the customer—all benefit. It’s a different kind of book about customer service. It’s not full of principles or platitudes or handy customer service slogans. It focuses on doing. What should you do with a customer who is swearing at you? What do you do to prevent customers who have waited a long time from getting really angry? What do you do to provide advice to customers so it will be heard and appreciated? This book answers these questions, and many others about customer service situations—specifically and precisely. This book is about solutions. Preface to the Second Edition ix Part One. Succeeding at Customer Service Chapter 1. Basics of Customer Service What’s in It for Me? Different Kinds of Customers First Things First—Dispelling an Important Customer Service Myth Understanding What Customers Want How to Get the Most from This Book Chapter 2. Customer Service Tools and Techniques Above and Beyond the Call of Duty Acknowledge Customer’s Needs Acknowledge Without Encouraging Active Listening Admit Mistakes Allow Venting Apologize Appropriate Nonverbals Appropriate Smiles Arrange Follow-Up Ask Probing Questions Assurances of Effort iv Assurances of Results Audience Removal Bonus Buy Off Broken Record Close Interactions Positively Common Courtesy Complete Follow-Up Contact Security/Authorities/Management Disengage Distract Empathy Statements Expedite Expert Recommendations Explain Reasoning or Actions Face-Saving Out Find Agreement Points Finish Off/Follow Up Isolate/Detach Customer Level Manage Height Differentials/Nonverbals Manage Interpersonal Distance Not Taking the Bait Offering Choices/Empowering Plain Language Preemptive Strike Privacy and Confidentiality Pros and Cons Provide Alternatives Provide a Customer Takeaway Provide Explanations Question Instead of State Refer to Supervisor v Refer to Third Party Refocus Set Limits Some People Think That (Neutral Mode) Stop Sign–Nonverbal Suggest an Alternative to Waiting Summarize the Conversation Telephone Silence Thank-Yous Timeout Use Customer’s Name Use of Timing with Angry Customers Verbal Softeners Voice Tone—Emphatic When Question You’re Right! Part Two. Dealing with Specific Customer Situations 1. When You’re Late or Know You’ll Be Late 2. When a Customer Is in a Hurry 3. When a Customer Jumps Ahead in a Line of Waiting Customers 4. When a Customer Asks to Be Served Ahead of Other Waiting Customers 5. When a Customer Interrupts a Discussion Between the Employee and Another Customer 6. When a Customer Has a Negative Attitude About Your Company Due to Past Experiences 7. When You Need to Explain a Company Policy or Procedure 8. When a Customer Might Be Mistrustful 9. When the Customer Has Been Through Voicemail Hell vi 10. When a Customer Is Experiencing a Language Barrier 11. When the Customer Has Been “Buck-Passed” 12. When a Customer Needs to Follow a Sequence of Actions 13. When the Customer Insults Your Competence 14. When a Customer Won’t Stop Talking on the Phone 15. When the Customer Swears or Yells # 16. When the Customer Swears or Yells # 17. When a Customer Won’t Stop Talking and Is Getting Abusive on the Phone # 18. When a Customer Won’t Stop Talking and Is Getting Abusive on the Phone # 19. When a Customer Has Been Waiting in a Line 20. When You Don’t Have the Answer 21. When Nobody Handy Has the Answer 22. When You Need to Place a Caller on Hold 23. When You Need to Route a Customer Phone Call 24. When You Lack the Authority to 25. When a Customer Threatens to Go Over Your Head 26. When a Customer Demands to Speak with Your Supervisor 27. When a Customer Demands to Speak with Your Supervisor,Who Isn’t Available 28. When a Customer Threatens to Complain to the Press 29. When a Customer Demands to Speak to the “Person in Charge” 30. When a Customer Makes an Embarrassing Mistake 31. When a Customer Withholds Information Due to Privacy Concerns 32. When a Customer Threatens Bodily Harm or Property Damage 33. When a Customer Is Confused About What He or She Wants or Needs vii 34. When a Customer Makes a Racist Remark 35. When a Customer Makes a Sexist Remark 36. When a Customer Refuses to Leave 37. When a Customer Accuses You of Racism 38. When a Customer Plays One Employee Off Another (“So-and-So Said”) 39. When a Customer Might Be Stealing 40. When a Customer Is Playing to an Audience of Other Customers 41. When a Customer Exhibits Passive-Aggressive Behavior 42. When a Customer Uses Nonverbal Attempts to Intimidate 43. When a Customer Makes Persistent and Frequent Phone Calls 44. When Someone Else Is Not Responding (No Callback) 45. When You Need to Clarify Commitments 46. When a Customer Wants Information You’re Not Allowed to Give 47. When a Customer Makes a Suggestion to Improve Service 48. When You Can’t Find a Customer’s Reservation/Appointment 49. When You’re Following Up on a Customer Complaint 50. Properly Identifying the Internal Customer 51. When an Internal Customer Isn’t Following Procedures to Request Service 52. When the Customer Wants Something That Won’t Fill His Need 53. When You Want Feedback from the Customer 54. When a Customer Complains About Red Tape and Paperwork 55. When You Need to Respond to a Customer Complaint Made in Writing viii 56. When a Reservation/Appointment Is Lost and You Can’t Meet the Commitment 57. When Customers Are Waiting in a Waiting Room 58. When a Customer Complains About a Known Problem 59. When a Customer Asks Inappropriate Questions 60. When a Customer Tries an Unacceptable Merchandise Return Part Three. Social Media and Customer Service The Connection Between Social Media and Customer Service 61. Scanning,Watching, Searching (Proactive) 62. Triage: Proactively Prioritizing Complaints/Comments 63. Contact! 64. Proactive Complaint Handling

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