5Smart Answers to Tough Customer Questions
Learning Objectives
By the end of this chapter, you should be able to:
• Interpret the needs and anxieties implicit in six important types of customer questions.
• Provide responses to six important types of questions that address customers’ needs and anxieties.
• Give diplomatic answers to five types of peevish customer questions and provocative comments.
• Use three helpful phrases for all occasions.
• Steer clear of twenty phrases that a service professional should never say to a customer.
INTRODUCTION
Who among us hasn’t been in the shower the day after a customer has unjustly and uncivilly climbed ...
Get Delivering Knock Your Socks Off Service now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
