Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results Paperback – September 12, 2012

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I enjoyed the insights and some of the examples were greatly useful and enlightening. I also loved the philosophy of just ignoring the other in quite a few situations and staying positive in being stronger than the negative one where they will likely start to mirror your emotional tone. An interesting note, I found this book useful outside of its domain, such as with dealing with people in your family, though some of the ideas may need to be adjusted, but still a good read. This can be generalized to "Social Interactions 101" (for Business, but we do lots of business social interactions in our personal lives as well so it isn't just for business majors). One critique is that some ideas I don't think are thought through as much, and some of the ideas seemed to go contrary with being honest, but the author at another point says to be honest, but I would like honesty to be a more fundamental principle here to keep. A second critique, I felt some of the phrases to use are too wordy and/or feel too impersonal, so i personally prefer personal and honest to impersonal and awkward (gives an us/them dichotomy feeling vs. unity in respect for each other vs. being treated as a thing as opposed to a person with those impersonal business customer sales slogans) for a conversation. A third critique. I disagree with saying sorry as the goal is to do sorry, and saying sorry can be distracting and energy-consuming. What one can do is say one made a mistake not doing x, as that gives one a path forward as well. People want to understand you know about the mistake vs. saying sorry just because they feel bad (but then not intending to do something about it or forgetting one was going to do something about it) vs. you actually wanting to do something to fix your side of things you have influence over. Oddly enough, the author seems to reference some of this in an example, though the author does say to use the word sorry and gives at least a few examples with that as recommended phrases. Another point on sorry. Instead of saying sorry, I like greater precision such as with the chess terminology of inaccurate, mistake, and blunder.

I learned from the great recommendations by the author, Renee Evenson in this book. The scenarios are real-life situations that are experienced in a daily retail environment and these powerful phrases can be used by both new and experienced employees.

I love this book. It helped me at my job as HR, payroll and accounting manager. I will read it again.

I tried to apply these techniques to online customer service and the trolls came out! Turns out being nice and empathizing with customers isn't always the way to go with non face to face interactions. My boss suggested I take a more diplomatic approach to avoid the abuse received by empathizing with people.

I love this book!As a customer service rep myself, I have found this book to be very helpful. It had reinforced some of the things I'm already doing with great success, and give guidance to where I can improve. All customer service reps should strive for improvement!The book clearly spells out situations, what to do, and what not to do. It also gives insight to several types of customers, and some situations you may encounter, and how a customer service rep may overcome the situations.While some have said that the so-called scripts may not apply to all situations, I've found that the author clearly states to use your own words to adapt the principles to situations you may encounter. The key is applying and adapting the key principles to each situation.The book is easy to read. It has helped me to shine in my interactions with customers, and appreciate great customers. I have less stress because I can move forward from difficult situations as opposed to internalizing and personalizing trivial things some customers throw my way.

I just loved it and I use it every day.

This is exactly what I was looking for and I'm glad I took someone's recommendation and got this. Proginally purchased this as a Kindle book but have since ordered a set for my team. Very positive, very useful. Almost felt like she was writing for situations that we've been dealing with. Love how she demonstrates what NOT to do and also what to do.