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®: 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