BacalFM.qxp 11/10/2004 10:31 AM Page xvi Perfect Phrases for Customer Service BacalFM.qxp 11/10/2004 10:31 AM Page i Also available from McGraw-Hill Perfect Phrases for Performance Reviews by Douglas Max and Robert Bacal Perfect Phrases for Performance Goals by Douglas Max and Robert Bacal Perfect Solutions for Difficult Employee Situations by Sid Kemp BacalFM.qxp 11/10/2004 10:31 AM Page ii Hundreds of Tools, Techniques, and Scripts for Handling Any Situation Perfect Phrases for Customer Service McGraw-Hill New York Chicago San Francisco Lisbon London Madrid Mexico City Milan New Delhi San Juan Seoul Singapore Sydney Toronto Robert Bacal BacalFM.qxp 11/10/2004 10:31 AM Page iii BacalFM.qxp 11/10/2004 10:31 AM Page iv Copyright © 2005 by The McGraw-Hill Companies, Inc. All rights reserved. Manufactured in the United States of America. 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Under no circumstances shall McGraw-Hill and/or its licensors be liable for any indirect, incidental, special, punitive, consequential or similar damages that result from the use of or inability to use the work, even if any of them has been advised of the possibility of such damages. This limitation of liability shall apply to any claim or cause whatsoever whether such claim or cause arises in contract, tort or otherwise. DOI: 10.1036/0071465111 0-07-146511-1 BacalFM.qxp 11/10/2004 10:31 AM Page xvi  Want to learn more? We hope you enjoy this McGraw-Hill eBook! If you’d like more information about this book, its author, or related books and websites, please click here. v Preface xi About the Author xv Chapter 1. Basics of Customer Service 3 What's in It for Me? 4 Different Kinds of Customers 6 First Things First—Dispelling an Important Customer Service Myth 8 Understanding What Customers Want 9 About This Book 13 Chapter 2. Customer Service Tools and Techniques 16 Above and Beyond the Call of Duty 19 Acknowledge Customer’s Needs 19 Acknowledging Without Encouraging 20 Active Listening 20 Admitting Mistakes 21 Allowing Venting 21 Apologize 22 Contents Part One. Succeeding at Customer Service 1 BacalFM.qxp 11/10/2004 10:31 AM Page v For more information about this title, click here vi Contents Appropriate Nonverbals 22 Appropriate Smiles 22 Arranging Follow-Up 23 Assurances of Effort 23 Assurances of Results 24 Audience Removal 24 Bonus Buyoff 24 Broken Record 24 Closing Interactions Positively 25 Common Courtesy 25 Completing Follow-Up 26 Contact Security/Authorities/Management 26 Disengaging 27 Distraction 28 Empathy Statements 28 Expediting 29 Expert Recommendations 29 Explain Reasoning or Actions 29 Face-Saving Out 30 Finding Agreement Points 31 Finishing Off/Following Up 31 Isolate/Detach Customer 31 Leveling 31 Managing Height Differentials/Nonverbals 32 Managing Interpersonal Distance 32 Not Taking the Bait 34 Offering Choices/Empowering 34 Plain Language 35 Preemptive Strike 35 Privacy and Confidentiality 36 Probing Questions 36 BacalFM.qxp 11/10/2004 10:31 AM Page vi vii Contents Pros and Cons 37 Providing Alternatives 37 Providing a Customer Takeaway 38 Providing Explanations 38 Questioning Instead of Stating 39 Referral to Supervisor 39 Referral to Third Party 40 Refocus 41 Setting Limits 41 Some People Think That (Neutral Mode) 43 Stop Sign-Nonverbal 43 Suggest an Alternative to Waiting 44 Summarize the Conversation 44 Telephone Silence 45 Thank-Yous 46 Timeout 46 Use Customer's Name 46 Use of Timing with Angry Customers 47 Verbal Softeners 47 Voice Tone—Emphatic 48 When Question 48 You're Right! 49 1. When You Are Late or Know You Will Be Late 53 2. When a Customer Is in a Hurry 56 3. When a Customer Jumps Ahead in a Line of Waiting Customers 58 4. When a Customer Asks to Be Served Ahead of Other Waiting Customers 60 Part Two. Dealing with Specific Customer Situations 51 BacalFM.qxp 11/10/2004 10:31 AM Page vii viii Contents 5. When a Customer Interrupts a Discussion Between the Employee and Another Customer 62 6. When a Customer Has a Negative Attitude About Your Company Due to Past Experiences 64 7. When You Need to Explain a Company Policy or Procedure 67 8. When a Customer Might Be Mistrustful 70 9. When the Customer Has Been Through Voicemail Hell 73 10. When a Customer Is Experiencing a Language Barrier 76 11. When the Customer Has Been “Buck-Passed” 79 12. When a Customer Needs to Follow a Sequence of Actions 81 13. When the Customer Insults Your Competence 83 14. When a Customer Won't Stop Talking on the Phone 85 15. When the Customer Swears or Yells in Person #1 87 16. When the Customer Swears or Yells in Person #2 90 17. When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #1 93 18. When a Customer Won't Stop Talking and Is Getting Abusive on the Phone #2 96 19. When a Customer Has Been Waiting in a Line 99 20. When You Don't Have the Answer 101 21. When Nobody Handy Has the Answer 105 22. When You Need to Place a Caller on Hold 108 23. When You Need to Route a Customer Phone Call 111 24. When You Lack the Authority to … 114 25. When a Customer Threatens to Go over Your Head 116 26. When a Customer Demands to Speak with Your Supervisor 118 27. When a Customer Demands to Speak with Your Supervisor,Who Isn't Available 121 BacalFM.qxp 11/10/2004 10:31 AM Page viii . this book, they have been printed with initial caps. McGraw-Hill eBooks are available at special quantity discounts to use as premiums and sales promotions, or for use in corporate training programs #2 96 19. When a Customer Has Been Waiting in a Line 99 20. When You Don't Have the Answer 101 21. When Nobody Handy Has the Answer 105 22. When You Need to Place a Caller on Hold 108 23.