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Amacom

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

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Availability: In Stock.
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Arrives Wednesday, Oct 9
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Publisher ‏ : ‎ AMACOM; First edition (September 12, 2012)


Language ‏ : ‎ English


Paperback ‏ : ‎ 304 pages


ISBN-10 ‏ : ‎ 081442032X


ISBN-13 ‏ : ‎ 24


Reading age ‏ : ‎ 18 years


Item Weight ‏ : ‎ 0.035 ounces


Dimensions ‏ : ‎ 6 x 0.75 x 9 inches


Best Sellers Rank: #78,724 in Books (See Top 100 in Books) #37 in Business Conflict Resolution & Mediation (Books) #85 in Business Encyclopedias #86 in Customer Relations (Books)


#37 in Business Conflict Resolution & Mediation (Books):


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Top Amazon Reviews

    • Great for Handing Social Interaction Cases/Challenges
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. ... show more
Reviewed in the United States on May 8, 2020 by Kindle Customer
    • Great in Theory
I tried to apply these techniques to online customer service and the trolls came out! Turns out being nice and empathizing with customers isn't always the way to go with non face to face interactions. My boss suggested I take a more diplomatic approach to avoid the abuse received by empathizing with people. ... show more
Reviewed in the United States on November 24, 2018 by Marie P.
    • Worth every penny
Bought all the staff in our office a copy of this and assigned it as a reading assignment for our next staff meeting. We started seeing small improvements in our interactions immediately. After 2 months we are now seeing big improvements in the way we interact with not only clients but also each other. ... show more
Reviewed in the United States on August 10, 2019 by Terry L. Coleman
    • Excellent Customer Service Information
I have been in Customer Service for years and wanted to brush up my skills. This book lists every possible scenario regardless of what type of business and/or services or products. With it being on Kindle, I can word search if I need to look up something specific. I liked the author thoroughness I bought the other book about dealing with coworkers and bosses. Great job! ... show more
Reviewed in the United States on August 9, 2020 by Mary102696
    • Great book
Review Image by Melany
Review Image by Melany
Review Image by Melany
Review Image by Melany
Review Image by Melany
Review Image by Melany
Review Image by Melany
This book is great for people starting in customer service. Lots of scenarios with in person contact or phone communications.
Reviewed in the United States on October 30, 2020 by Melany
    • Again?
I liked the premise of the book but it is very repetitive. It offers the same solution to every customer service issue.
Reviewed in the United States on September 15, 2018 by Lori McGuinness
    • Unhelpful overall for my purpose
I purchased this hoping for some additional phrases and scenarios to share with my customer service groups (call center). This was NOT the book for me. It's geared for more face-to-face retail interactions and the examples used would be difficult to 'translate' to a phone or chat interaction (author mentions body language and eye contact a lot). Overall, regardless as to what industry you work in, these are not 'powerful phrases', but rather basic. Perhaps this book would work for someone who has never worked in a customer service field before? Perhaps it would make a good introductory book for a retail industry...Not sure, but it seems pretty basic and not at all what I was looking for personally. Back to Amazon it goes :( ... show more
Reviewed in the United States on March 18, 2014 by Morgan S.
    • Knowledge is Power .
All Great Advise needed everyday
Reviewed in the United States on May 7, 2021 by DonGeovanni G.

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