How to Say it: Creating Complete Customer Satisfaction

A guide to effectively communicating with customers to create lasting--and repeat--business relationships.

This book provides practical, results-oriented guidance for effective communication with customers through sample words, phrases, scripts, and strategies applied to real-world examples.

Unlike the vast majority of books that deal with customer communication, How to Say It(R) Creating Complete Customer Satisfaction does not separate sales from customer service communications, but instead integrates them into a single book. Readers will learn how to:

• Speak the language of Yes by asking the right questions
• Get referrals through established customers
• Offer value through solutions, satisfaction, and trust
• Anticipate and preempt objections
• Own a problem by owning the solution