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Perfect Phrases for Customer Service, Second Edition Paperback – Dec 1 2010

3.0 out of 5 stars 1 customer review

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Product Details

  • Paperback: 256 pages
  • Publisher: McGraw-Hill Education; 2 edition (Dec 1 2010)
  • Language: English
  • ISBN-10: 0071745068
  • ISBN-13: 978-0071745062
  • Product Dimensions: 13 x 1.5 x 20.3 cm
  • Shipping Weight: 272 g
  • Average Customer Review: 3.0 out of 5 stars 1 customer review
  • Amazon Bestsellers Rank: #232,724 in Books (See Top 100 in Books)
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Product Description

About the Author

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide


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Top Customer Reviews

Format: Paperback Verified Purchase
We are using it in a customer service classroom for adult learners and like the different models the book uses.
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Most Helpful Customer Reviews on Amazon.com (beta)

Amazon.com: HASH(0xa51f40c0) out of 5 stars 31 reviews
18 of 20 people found the following review helpful
HASH(0xa580638c) out of 5 stars A must buy for anyone in retail! April 17 2011
By Shannon Crescent - Published on Amazon.com
Format: Paperback
I work in retail and I deal with upset and stressed out customers on a nearly daily basis. This book is a lifesaver. It gives to the point advice about how to deal with a wide variety of possible problems that come up in customer interactions and help you take control over the situation. The title really doesn't do it justice. It doesn't speak to the breadth of information the book contains. I highly recommend it and for under $10 it will repay you in a less stressful work environment.
9 of 11 people found the following review helpful
HASH(0xa575c294) out of 5 stars Perfect Phrases for Customer Service Nov. 22 2011
By P. Mescher - Published on Amazon.com
Format: Paperback Verified Purchase
Bought this for my son-in-law when he started his new job. The book was excellent-- it brought up many situations that you hope never to encounter. My daughter who works with the public all the time enjoyed it also. What it does is prime your brain with some ideas on how to handle difficult situations, so that thinking on your feet is easier.
8 of 10 people found the following review helpful
HASH(0xa580608c) out of 5 stars Excellent to read Feb. 6 2012
By AG2000 - Published on Amazon.com
Format: Paperback
I highly recommend this book, I am customer services professional and I wanted to learn new techniques to handle an irate customer in the best way.

Customer is always right, I knew it right from the start of my professional career in customer services however honestly speaking I understood it pretty well when I read this book. It helped me to know the difference between "Active Customer Services" and "Pro-active Customer Services".
3 of 3 people found the following review helpful
HASH(0xa558def4) out of 5 stars The author says this is the most boring book on customer service but the content and examples ... Nov. 24 2014
By Shawn Musselman - Published on Amazon.com
Format: Paperback Verified Purchase
I found this book to be more than I expected. The author says this is the most boring book on customer service but the content and examples are short and too the point. I appreciate the way the customer service techniques are shown with explanations as well as referenced in the specific examples. One of my concerns was that the author would try to give quotes on what to say in any situation. That did not happen. Instead the author gave the reader tools to use and examples of how those tools can be used. Very Helpful.
2 of 2 people found the following review helpful
HASH(0xa5f7f528) out of 5 stars You Don't Have To Be Perfect, But Don't Stand There Looking Stupid In Front of a Guest. July 14 2014
By James L. Poling - Published on Amazon.com
Format: Paperback
One of the biggest challenges for most employees who are working for someone else is that they do not know what to say when certain situations present themselves. I like the way Perfect Phrases helps with that situation so an employee will have some rebuttal to a guest who is not knowledgeable or misinformed about a product or service. Many employees are afraid to make a statement that might put them in a position where they have an aggravated guest who might complain thus putting the employees job on the line, or they are simply not aware of what their options might be. So, here you go. Here are some options for you employee and manager to help you say the right thing. This book was better than I expected although with many years of experience I could anticipate some of the recommendations, but not all. James L. Poling, author of The Waiter's Tips, a customer service book relating to the food and beverage industry.


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