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Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases)
by Robert Bacal
from McGraw-Hill
Customer Reviews:
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Avg. Customer Rating: 3.5 / 5.0 
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Solid Advice for Difficult Situations 
This book provides a solid foundation for customer interactions anywhere. It is straightforward, easy to read and a valuable tool to help staff deal, particularly, with difficult customers.
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Helpful book
this is a great book to provide practical advice on how to handle specific situations. I am using this book to do a presentation for my staff.
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Quick and easy read, lots of valuable tips
This book is succinct and easy to reference. I have 20+ years customer service experience and WOULD recommend this book to anyone who is open-minded to trying new tools and techniques. If you are having trouble with customers, change your approach. This book will help you do just that.
What the world needs now is more customer service!
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Short, practical, concise help for dealing with customers 
The book begins with a section outlining some sixty specific customer service techniques, and describes each of them. Some are very basic, and some are more advanced, particularly those that deal with dealing with angry customers, or preventing problems with customers from escalating and becoming time consuming.
But that's not the meat of the book, or what makes the book so useful. The rest of the book contains about sixty vignettes or dialogues between customers and staff, showing how the various... more info
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