customer

Those who seek employment in the customer service field will find this book a rich resource! In addition to wise advice about job hunting and salary negotiation, there are nearly 100 resumes along with the cover letter that accompanied those resumes. Get the career edge with a book that shows the techniques used by professional resume writers to achieve jobhunting success.

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME

You've heard it a million times: "The customer is always right." But let's face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee.

Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and phrases for:

Defusing bad situations before they get worse

Handling complaints patiently and professionally

Satisfying customers and increasing sales

Building long-term relationships with important customers