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Powerful Phrases for Effective Customer Service

Over 700 Ready-to-Use Phrases and Scripts That Really Get Results

Presents seven hundred phrases intended to convey courtesy, warmth, and assurance that can be used in fifty different scenarios of dealing with challenging customers and fixing employee-caused problems.

Filled with helpful Do This! scenarios that reinforce the correct methods for dealing with difficult situations--as well as Why This Works sections that help you understand the motivation underlying the most effective verbal and behavioral ...