Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation

240 Pages·2004·0.91 MB·English

by  Robert Bacal

Perfect Phrases for
Customer Service
Also available from McGraw-Hill
Perfect Phrases for Performance Reviewsby Douglas Max
and Robert Bacal
Perfect Phrases for Performance Goalsby Douglas Max and
Robert Bacal
Perfect Solutions for Difficult Employee Situationsby Sid
Kemp
Perfect Phrases for
Customer Service
Hundreds of Tools, Techniques,
and Scripts for Handling Any Situation
Robert Bacal
McGraw-Hill
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DOI: 10.1036/0071465111
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Contents
Preface xi
About the Author xv
Part One. Succeeding at Customer Service 1
Chapter 1.Basics of Customer Service 3
What's in It for Me? 4
Different Kinds of Customers 6
First Things First—Dispelling an Important
Customer Service Myth 8
Understanding What Customers Want 9
About This Book 13
Chapter 2.Customer Service Tools and Techniques 16
Above and Beyond the Call of Duty 19
Acknowledge Customer’s Needs 19
Acknowledging Without Encouraging 20
Active Listening 20
Admitting Mistakes 21
Allowing Venting 21
Apologize 22
v
Contents
Appropriate Nonverbals 22
Appropriate Smiles 22
Arranging Follow-Up 23
Assurances of Effort 23
Assurances of Results 24
Audience Removal 24
Bonus Buyoff 24
Broken Record 24
Closing Interactions Positively 25
Common Courtesy 25
Completing Follow-Up 26
Contact Security/Authorities/Management 26
Disengaging 27
Distraction 28
Empathy Statements 28
Expediting 29
Expert Recommendations 29
Explain Reasoning or Actions 29
Face-Saving Out 30
Finding Agreement Points 31
Finishing Off/Following Up 31
Isolate/Detach Customer 31
Leveling 31
Managing Height Differentials/Nonverbals 32
Managing Interpersonal Distance 32
Not Taking the Bait 34
Offering Choices/Empowering 34
Plain Language 35
Preemptive Strike 35
Privacy and Confidentiality 36
Probing Questions 36
vi
Contents
Pros and Cons 37
Providing Alternatives 37
Providing a Customer Takeaway 38
Providing Explanations 38
Questioning Instead of Stating 39
Referral to Supervisor 39
Referral to Third Party 40
Refocus 41
Setting Limits 41
Some People Think That (Neutral Mode) 43
Stop Sign-Nonverbal 43
Suggest an Alternative to Waiting 44
Summarize the Conversation 44
Telephone Silence 45
Thank-Yous 46
Timeout 46
Use Customer's Name 46
Use of Timing with Angry Customers 47
Verbal Softeners 47
Voice Tone—Emphatic 48
When Question 48
You're Right! 49
Part Two. Dealing with Specific
Customer Situations 51
1. When You Are Late or Know You Will Be Late 53
2. When a Customer Is in a Hurry 56
3. When a Customer Jumps Ahead in a Line
of Waiting Customers 58
4. When a Customer Asks to Be Served Ahead of
Other Waiting Customers 60
vii
Contents
5. When a Customer Interrupts a Discussion Between the
Employee and Another Customer 62
6. When a Customer Has a Negative Attitude About Your
Company Due to Past Experiences 64
7. When You Need to Explain a Company Policy
or Procedure 67
8. When a Customer Might Be Mistrustful 70
9. When the Customer Has Been Through Voicemail Hell 73
10. When a Customer Is Experiencing a Language Barrier 76
11. When the Customer Has Been “Buck-Passed” 79
12. When a Customer Needs to Follow a Sequence
of Actions 81
13. When the Customer Insults Your Competence 83
14. When a Customer Won't Stop Talking on the Phone 85
15. When the Customer Swears or Yells in Person #1 87
16. When the Customer Swears or Yells in Person #2 90
17. When a Customer Won't Stop Talking and Is Getting
Abusive on the Phone #1 93
18. When a Customer Won't Stop Talking and Is Getting
Abusive on the Phone #2 96
19. When a Customer Has Been Waiting in a Line 99
20. When You Don't Have the Answer 101
21. When Nobody Handy Has the Answer 105
22. When You Need to Place a Caller on Hold 108
23. When You Need to Route a Customer Phone Call 111
24. When You Lack the Authority to … 114
25. When a Customer Threatens to Go over Your Head 116
26. When a Customer Demands to Speak with
Your Supervisor 118
27. When a Customer Demands to Speak with Your
Supervisor,Who Isn't Available 121
viii