Perfect Phrases for Customer Service Second Edition

<h4>THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME</h4><p>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.</p><p><i>Perfect Phrases for Customer Service</i> 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:</p><ul> <li>Defusing bad situations before they get worse</li><li>Handling complaints patiently and professionally</li><li>Satisfying customers and increasing sales</li><li>Building long-term relationships with important customers</li></ul>