Perfect phrases for customer service : hundreds of tools, techniques, and scripts for handling any situation / Robert Bacal.
Record details
- ISBN: 007144453X
- ISBN: 9780071444538
- Physical Description: xv, 222 pages ; 21 cm
- Publisher: New York : McGraw-Hill, [2005]
- Copyright: ©2005
Content descriptions
- Formatted Contents Note:
- Part 1 Succeeding at Customer Service 1 -- Chapter 1 Basics of Customer Service 3 -- Chapter 2 Customer Service Tools and Techniques 16 -- Part 2 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 -- 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 -- 28 When a Customer Threatens to Complain to the Press 123 -- 29 When a Customer Demands to Speak to the "Person in Charge" 126 -- 30 When a Customer Makes an Embarrassing Mistake 130 -- 31 When a Customer Withholds Information Due to Privacy Concerns 133 -- 32 When a Customer Threatens Bodily Harm or Property Damage 136 -- 33 When a Customer Is Confused About What He or She Wants or Needs 140 -- 34 When a Customer Makes a Racist Remark 143 -- 35 When a Customer Makes a Sexist Remark 146 -- 36 When a Customer Refuses to Leave 149 -- 37 When a Customer Accuses You of Racism 152 -- 38 When a Customer Plays One Employee off Another ("So-and-So Said") 155 -- 39 When a Customer Might Be Stealing 159 -- 40 When a Customer Is Playing to an Audience of Other Customers 161 -- 41 When a Customer Exhibits Passive-Aggressive Behavior 164 -- 42 When a Customer Uses Nonverbal Attempts to Intimidate 167 -- 43 When a Customer Makes Persistent and Frequent Phone Calls 170 -- 44 When Someone Else Is Not Responding (No Callback) 173 -- 45 When You Need to Clarify Commitments 177 -- 46 When a Customer Wants Information You Are Not Allowed to Give 180 -- 47 When a Customer Makes a Suggestion to Improve Service 182 -- 48 When You Can't Find a Customer's Reservation/Appointment 185 -- 49 When Your Are Following Up on a Customer Complaint 188 -- 50 Properly Identifying the Internal Customer 191 -- 51 When an Internal Customer Isn't Following Procedures to Request Service 194 -- 52 When the Customer Wants Something That Won't Fill His Need 197 -- 53 When You Want Feedback from the Customer 200 -- 54 When a Customer Complains About Red Tape and Paperwork 203 -- 55 When You Need to Respond to a Customer Complaint Made in Writing 206 -- 56 When a Reservation/Appointment Is Lost and You Cannot Meet the Commitment 209 -- 57 When Customers Are Waiting in a Waiting Room 212 -- 58 When a Customer Complains About a Known Problem 215 -- 59 When a Customer Asks Inappropriate Questions 217 -- 60 When a Customer Tries an Unacceptable Merchandise Return 219.
Search for related items by subject
- Subject:
- Customer services.
Customer services > Terminology. - Genre:
- Dictionaries.
Available copies
- 6 of 6 copies available at NC Cardinal.
- 1 of 1 copy available at Onslow County Public Library. (Show)
Holds
- 0 current holds with 6 total copies.
Show Only Available Copies
| Location | Call Number / Copy Notes | Barcode | Shelving Location | Status | Due Date |
|---|---|---|---|---|---|
| Jacksonville Main Library | 658.812 BAC (Text) | 36015000601704 | Adult Nonfiction | Available | - |
| Halifax Main Library | 658.8 BACAL HAL 1 (Text) | 01011700080764 | Adult Nonfiction | Available | - |
| Lee County Main Library | 658.8B (Text) | 33262002731872 | Adult Nonfiction | Available | - |
| Marion Library | 658 BAC (Text) | 37810434646799 | Adult Nonfiction | Available | - |
| Public Library of Johnston County and Smithfield | 658.812 Bac (Text) | 38950610088744 | Adult Nonfiction | Available | - |
| Richard H. Thornton Main Library | 658.812 BACAL (Text) | 42756201036552 | Adult Nonfiction | Available | - |
Accessibility Features
| LDR | 05372nam a2200397 a 4500 | ||
|---|---|---|---|
| 001 | 2569002 | ||
| 003 | CARDINAL | ||
| 005 | 20080603112138.0 | ||
| 008 | 050314s2005 nyu 000 0 eng d | ||
| 010 | . | ‡a 2005297103 | |
| 015 | . | ‡aGBA476589 ‡2bnb | |
| 016 | 7 | . | ‡a013023126 ‡2Uk |
| 020 | . | ‡a007144453X ‡q(paperback) | |
| 020 | . | ‡a9780071444538 ‡q(paperback) | |
| 035 | . | ‡a(OCoLC)57713278 | |
| 040 | . | ‡aSINAP ‡beng ‡erda ‡cSINAP ‡dDLC ‡dBAKER ‡dOMP ‡dVP@ ‡dBTCTA ‡dYDXCP ‡dVP@ ‡dUKM ‡dHQG | |
| 042 | . | ‡alccopycat | |
| 050 | 0 | 0. | ‡aHF5415.5 ‡b.B32 2005 |
| 082 | 0 | 4. | ‡a658.812 ‡222 |
| 100 | 1 | . | ‡aBacal, Robert. ‡0(CARDINAL)213374 |
| 245 | 1 | 0. | ‡aPerfect phrases for customer service : ‡bhundreds of tools, techniques, and scripts for handling any situation / ‡cRobert Bacal. |
| 264 | 1. | ‡aNew York : ‡bMcGraw-Hill, ‡c[2005] | |
| 264 | 4. | ‡c©2005 | |
| 300 | . | ‡axv, 222 pages ; ‡c21 cm | |
| 336 | . | ‡atext ‡btxt ‡2rdacontent | |
| 337 | . | ‡aunmediated ‡bn ‡2rdamedia | |
| 338 | . | ‡avolume ‡bnc ‡2rdacarrier | |
| 505 | 0 | 0. | ‡gPart 1 ‡tSucceeding at Customer Service ‡g1 -- ‡gChapter 1 ‡tBasics of Customer Service ‡g3 -- ‡gChapter 2 ‡tCustomer Service Tools and Techniques ‡g16 -- ‡gPart 2 ‡tDealing with Specific Customer Situations ‡g51 -- ‡g1 ‡tWhen You Are Late or Know You Will Be Late ‡g53 -- ‡g2 ‡tWhen a Customer Is in a Hurry ‡g56 -- ‡g3 ‡tWhen a Customer Jumps Ahead in a Line of Waiting Customers ‡g58 -- ‡g4 ‡tWhen a Customer Asks to Be Served Ahead of Other Waiting Customers ‡g60 -- ‡g5 ‡tWhen a Customer Interrupts a Discussion Between the Employee and Another Customer ‡g62 -- ‡g6 ‡tWhen a Customer Has a Negative Attitude About Your Company Due to Past Experiences ‡g64 -- ‡g7 ‡tWhen You Need to Explain a Company Policy or Procedure ‡g67 -- ‡g8 ‡tWhen a Customer Might Be Mistrustful ‡g70 -- ‡g9 ‡tWhen the Customer Has Been Through Voicemail Hell ‡g73 -- ‡g10 ‡tWhen a Customer Is Experiencing a Language Barrier ‡g76 -- ‡g11 ‡tWhen the Customer Has Been "Buck-Passed" ‡g79 -- ‡g12 ‡tWhen a Customer Needs to Follow a Sequence of Actions ‡g81 -- ‡g13 ‡tWhen the Customer Insults Your Competence ‡g83 -- ‡g14 ‡tWhen a Customer Won't Stop Talking on the Phone ‡g85 -- ‡g15 ‡tWhen the Customer Swears or Yells in Person #1 ‡g87 -- ‡g16 ‡tWhen the Customer Swears or Yells in Person #2 ‡g90 -- ‡g17 ‡tWhen a Customer Won't Stop Talking and Is Getting Abusive on the Phone #1 ‡g93 -- ‡g18 ‡tWhen a Customer Won't Stop Talking and Is Getting Abusive on the Phone #2 ‡g96 -- ‡g19 ‡tWhen a Customer Has Been Waiting in a Line ‡g99 -- ‡g20 ‡tWhen You Don't Have the Answer ‡g101 -- ‡g21 ‡tWhen Nobody Handy Has the Answer ‡g105 -- ‡g22 ‡tWhen You Need to Place a Caller on Hold ‡g108 -- ‡g23 ‡tWhen You Need to Route a Customer Phone Call ‡g111 -- ‡g24 ‡tWhen You Lack the Authority to ... ‡g114 -- ‡g25 ‡tWhen a Customer Threatens to Go over Your Head ‡g116 -- ‡g26 ‡tWhen a Customer Demands to Speak with Your Supervisor ‡g118 -- ‡g27 ‡tWhen a Customer Demands to Speak with Your Supervisor, Who Isn't Available ‡g121 -- ‡g28 ‡tWhen a Customer Threatens to Complain to the Press ‡g123 -- ‡g29 ‡tWhen a Customer Demands to Speak to the "Person in Charge" ‡g126 -- ‡g30 ‡tWhen a Customer Makes an Embarrassing Mistake ‡g130 -- ‡g31 ‡tWhen a Customer Withholds Information Due to Privacy Concerns ‡g133 -- ‡g32 ‡tWhen a Customer Threatens Bodily Harm or Property Damage ‡g136 -- ‡g33 ‡tWhen a Customer Is Confused About What He or She Wants or Needs ‡g140 -- ‡g34 ‡tWhen a Customer Makes a Racist Remark ‡g143 -- ‡g35 ‡tWhen a Customer Makes a Sexist Remark ‡g146 -- ‡g36 ‡tWhen a Customer Refuses to Leave ‡g149 -- ‡g37 ‡tWhen a Customer Accuses You of Racism ‡g152 -- ‡g38 ‡tWhen a Customer Plays One Employee off Another ("So-and-So Said") ‡g155 -- ‡g39 ‡tWhen a Customer Might Be Stealing ‡g159 -- ‡g40 ‡tWhen a Customer Is Playing to an Audience of Other Customers ‡g161 -- ‡g41 ‡tWhen a Customer Exhibits Passive-Aggressive Behavior ‡g164 -- ‡g42 ‡tWhen a Customer Uses Nonverbal Attempts to Intimidate ‡g167 -- ‡g43 ‡tWhen a Customer Makes Persistent and Frequent Phone Calls ‡g170 -- ‡g44 ‡tWhen Someone Else Is Not Responding (No Callback) ‡g173 -- ‡g45 ‡tWhen You Need to Clarify Commitments ‡g177 -- ‡g46 ‡tWhen a Customer Wants Information You Are Not Allowed to Give ‡g180 -- ‡g47 ‡tWhen a Customer Makes a Suggestion to Improve Service ‡g182 -- ‡g48 ‡tWhen You Can't Find a Customer's Reservation/Appointment ‡g185 -- ‡g49 ‡tWhen Your Are Following Up on a Customer Complaint ‡g188 -- ‡g50 ‡tProperly Identifying the Internal Customer ‡g191 -- ‡g51 ‡tWhen an Internal Customer Isn't Following Procedures to Request Service ‡g194 -- ‡g52 ‡tWhen the Customer Wants Something That Won't Fill His Need ‡g197 -- ‡g53 ‡tWhen You Want Feedback from the Customer ‡g200 -- ‡g54 ‡tWhen a Customer Complains About Red Tape and Paperwork ‡g203 -- ‡g55 ‡tWhen You Need to Respond to a Customer Complaint Made in Writing ‡g206 -- ‡g56 ‡tWhen a Reservation/Appointment Is Lost and You Cannot Meet the Commitment ‡g209 -- ‡g57 ‡tWhen Customers Are Waiting in a Waiting Room ‡g212 -- ‡g58 ‡tWhen a Customer Complains About a Known Problem ‡g215 -- ‡g59 ‡tWhen a Customer Asks Inappropriate Questions ‡g217 -- ‡g60 ‡tWhen a Customer Tries an Unacceptable Merchandise Return ‡g219. |
| 650 | 0. | ‡aCustomer services. ‡0(CARDINAL)235639 | |
| 650 | 0. | ‡aCustomer services ‡vTerminology. | |
| 655 | 7. | ‡aDictionaries. ‡2lcgft ‡0(CARDINAL)326676 | |
| 902 | . | ‡aMARCIVE 201809 | |
| 902 | . | ‡aMARCIVE 201909 | |
| 902 | . | ‡aMARCIVE 201912 | |
| 902 | . | ‡aMARCIVE 202106 | |
| 901 | . | ‡a2569002 ‡bOCLC ‡c2569002 ‡tbiblio ‡soclc | |
