Powerful Phrases for Effective Customer Service


Covering 30 challenging customer behaviors and 20 tough employee-caused situations, Powerful Phrases for Effective Customer Service shows you how to incorporate language that communicates courtesy, warmth, receptiveness, rapport, enthusiasm, assurance, regret, empathy, and appreciation into your daily routine. Book contains over 700 phrases and scripts that have been proven time and again to diffuse even the most difficult exchanges you may face as a customer service professional.


Book focuses on two critical components of service:

  • the value of using proven "powerful" phrases
  • backing up your words with appropriate actions
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