Powerful Phrases for Effective Customer Service

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Actions That Enhance Powerful Phrases

Customer Service means finding the best solution for each customer, quickly, correctly, and with a helpful attitude.

Why include a chapter on actions in a book about phrases? The answer is simple: Actions always speak louder than words. You can say a powerful phrase of welcome, but look disgruntled and the customer isn’t going to feel welcome. You can say a powerful phrase of assurance, but say it in a tone of voice that conveys a lack of interest and the customer isn’t going to have much confidence in your desire to help. And you can say a phrase of courtesy, such as “Yes, Ma’am,” and sound condescending. So . . . even though this book focuses on the words you say, your actions need to match what comes ...