Top Five Phrases:
Never say these to a customer:
1. That’s not my job.
2. If you would just listen …
3. You’re wrong.
4. That’s not our policy.
5. So what did you expect?
Bonus Phrase: Calm down. (Those are fightin’ words …)
Use these to deal with an angry customer:
1. I can appreciate that you feel this way.
2. I can understand your concern. Let me see what I can do to help.
3. I am committed to helping you.
4. Let’s see what we can work out together.
5. You are right.
Adapted from: http://www.sheridan.edu/.
Customer Service Books
Customer Service: Building Successful Skills for the 21st Century by Call Number: HF5415.5 .L83 2005ISBN: 9780072938050Publication Date: 2004-05-17No matter what industry you choose or which organization you eventually end up working for, there will come a time when you have to deal with your internal and external customers. This 3rd Edition covers the essential service skills needed to succeed in business today -- crucial skills that include: listening techniques, verbal and nonverbal communication, dealing with various customer types, use of technology, and handling a variety of complex customer situations.
Customer Service by Call Number: HF5415.5 .H2897 2007ISBN: 9780131989375Publication Date: 2006-03-01Customer Service: A Practical Approach, Fourth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using an organized and concise layout, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new quick quizzes, job link activities, team building exercises, and expanded challenge projects.
Customer Service: Career Success through Customer Satisfaction by Call Number: HF5415.5 .T513 2001ISBN: 9780130859594Publication Date: 2000-09-01This book ties together the best information from trade books and textbooks, and then adds a clear and usable process for developing the kinds of skills, attitudes, and thinking patterns needed to win customer loyalty. The coverage includes positive attitude, customer turnoffs, dissatisfied customers, customer expectations, customer loyalty, winning telephone techniques, and more. This book is for employees and managers of customer service departments and human resource training departments.
