Excellent customer service book for a tiny price
Need some input, so I can put up relevant material here. Below is a list of 60 customer service tactics and techniques from Perfect Phrases For Customer Service. I’d like to know which of them you would like more information on. If I can I’ll post with explanations and details of the ones you want. Just leave comments.
Above and Beyond the Call of Duty
Acknowledge Customer’s Needs
Acknowledging Without Encouraging
Active Listening
Admitting Mistakes
Allowing Venting
Apologize
Appropriate Nonverbals
Appropriate Smiles
Arranging Follow-Up
Assurances of Effort
Assurances of Results
Audience Removal
Bonus Buyoff
Broken Record
Closing Interactions Positively
Common Courtesy
Completing Follow-Up
Contact Security/Authorities/Management
Disengaging
Distraction
Empathy Statements
Expediting
Expert Recommendations
Explain Reasoning or Actions
Face-Saving Out
Finding Agreement Points
Finishing Off/Following Up
Isolate/Detach Customer
Leveling
Managing Height Differentials/Nonverbals
Managing Interpersonal Distance
Not Taking the Bait
Offering Choices/Empowering
Plain Language
Preemptive Strike
Privacy and Confidentiality
Probing Questions
Pros and Cons
Providing Alternatives
Providing a Customer Takeaway
Providing Explanations
Questioning Instead of Stating
Referral to Supervisor
Referral to Third Party
Refocus
Setting 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!
