Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results

I enjoyed reading and learning from this book. Great for those in customer service and customer facing. Would highly recommend

brillisnt

Beautiful book but i need audio.

Muy buena recomendación para servicio al cliente

I enjoyed the insights and some of the examples were greatly useful and enlightening. I also loved the philosophy of just ignoring the other in quite a few situations and staying positive in being stronger than the negative one where they will likely start to mirror your emotional tone. An interesting note, I found this book useful outside of its domain, such as with dealing with people in your family, though some of the ideas may need to be adjusted, but still a good read. This can be generalized to "Social Interactions 101" (for Business, but we do lots of business social interactions in our personal lives as well so it isn't just for business majors). One critique is that some ideas I don't think are thought through as much, and some of the ideas seemed to go contrary with being honest, but the author at another point says to be honest, but I would like honesty to be a more fundamental principle here to keep. A second critique, I felt some of the phrases to use are too wordy and/or feel too impersonal, so i personally prefer personal and honest to impersonal and awkward (gives an us/them dichotomy feeling vs. unity in respect for each other vs. being treated as a thing as opposed to a person with those impersonal business customer sales slogans) for a conversation. A third critique. I disagree with saying sorry as the goal is to do sorry, and saying sorry can be distracting and energy-consuming. What one can do is say one made a mistake not doing x, as that gives one a path forward as well. People want to understand you know about the mistake vs. saying sorry just because they feel bad (but then not intending to do something about it or forgetting one was going to do something about it) vs. you actually wanting to do something to fix your side of things you have influence over. Oddly enough, the author seems to reference some of this in an example, though the author does say to use the word sorry and gives at least a few examples with that as recommended phrases. Another point on sorry. Instead of saying sorry, I like greater precision such as with the chess terminology of inaccurate, mistake, and blunder.

Must read. Highly recommended. This book gives insight on how to deal with different types of customers in many different scenarios that advisors usually faces in their daily Customer service job as in how to deal with different behavior also.

A powerful book