THE RIGHT PHRASE FOR EVERY SITUATION .
EVERY TIME Youve heard it a million times: ``The customer is always right.
`` But lets face it--sometimes the customer is misinformed, confused, or downright difficult.
The ability to handle such customers is what separates the serious professional from the average employee.
Perfect Phrases for Customer Service , second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs.
Master the most effective words and phrases for: Defusing bad situations before they get worse Handling complaints patiently and professionally Satisfying customers and increasing sales Building long-term relationships with important customers.
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