Overview

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 - 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

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9780735205253

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Jack Griffinis the author ofHow to Say It at WorkandHow to Say It for First-Time Managers. He is a communications expert and consultant to small businesses, entrepreneurs, cultural institutions, and publishers.

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