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Perfect Phrases for Customer Service, Second Edition by Robert Bacal

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Chapter 1Basics of Customer Service

There must be a billion words written about customer service. Advice abounds, from the banal and obvious (smile when you talk on the phone) to complex and difficult suggestions about how to “create a corporate culture of excellent customer service.”

Amid all the words, simple or fancy, is a basic hidden truth about customer service: the person who interacts directly with the customer determines whether that customer perceives that he or she is receiving poor customer service, excellent service, or something in between. If you serve customers directly, you have the power to affect their perceptions. That customer contact is where “the rubber meets the road.”

If you provide service to customers, your words and ...

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