The Right Phrases 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. Even so, customer service is the single most important key to success in today"s highly competitive marketplace. Perfect Phrases for Customer Service provides perfect solutions for everyday customer service situations—and includes simple, effective techniques that can help you meet even the most demanding customer needs. Learn the most effective language for: * Defusing a tense situation before it gets worse * Dealing with complaints patiently and professionally * Satisfying customers at every turn and increasing sales * Building long-term relationships with important customers