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.
The key to a harmonious, highly effective work environment is not by ensuring you work among carbon-copies of yourself whose personalities never clash. That pipe dream could never happen, nor would it result in a successful team collaboration even if it could. Instead, most of us are going to work today with individuals who at times come across as incompetent, lazy, spotlight-hugging, whiny, or backstabbing. And then tomorrow we go to work with them again . . . and again . . . and again. Like it or not, the bulk of our waking hours are spent with people at work-people who can grate on our nerves. Therefore, learning to interact effectively with difficult employees, colleagues, and bosses is an absolute essential for success.
With Powerful Phrases for Dealing with Difficult People, anyone can learn how to confront the situations that can arise when dealing with difficult personalities before negativity festers and spreads. Helpful features inside this practical and easy-to-use book include:
- Thirty common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each
- Nonverbal communication skills 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
Button-pushing situations are going to come up today at work-and tomorrow too. Don't let them rent space inside of you. Instead, choose to deploy simple phrases to regain control and resolve conflicts. When you do, you, your colleagues, and your company will be all the better for it!
Employees aren't just the front line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the knowledge they need to find the best solution for each and every customer.
Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray.
Assessments and examples help you:
Create positive first impressions
Speak and write effectively
Listen attentivelyIdentify needs
Develop trust, establish rapport, and make customers feel valued
Connect with people in person, on the phone, or via email or social media
Confidently handle customer complaints
And more
Customer service skills are essential to the success of your company. This popular crash course equips you and your employees to excel in this important role.
It's not the work that's so hard-it's the people. The micromanaging control freak. The boss who takes credit for everything. The coworker who regularly strolls in late and takes leisurely breaks.
There's no escaping problematic personalities. And there's no point fighting or letting tensions simmer. Instead, learn to build positive, productive relationships with everyone in your workplace-and put your career on an unstoppable upward trajectory.
Powerful Phrases for Dealing with Difficult People is an all-in-one trouble-shooting guide for resolving any kind of conflict with your boss or coworkers. Organized for quick lookup, this audiobook helps you identify situations that push your emotional buttons. It offers powerful tools for defusing potentially explosive situations, including:
- 325 phrases that lead to constructive conflict-resolution conversations
- 20 challenging coworker behaviors, with specific phrases and actions for dealing with each
- 10 difficult boss personality types, with guidelines for working through problems with each
- Tips for recovering from blunders you may have caused yourself
- A five-step process for turning bad situations into positive ones
- Nonverbal communication skills to back up your words
- "I" phrases, phrases of apology, phrases of compromise, and other useful words for building relationships
- "Why This Works" and "Something to Think About" sections that clarify tactics Don't get bogged down by people who are incompetent, hog the spotlight, whine, backstab, avoid work, or create other problems. You can interact effectively with even the most challenging people by using these pithy, powerful solutions for quickly resolving workplace strife.
