Powerful Phrases for Effective Customer Service  should be required reading for anyone working in a customer service role.  Renee Evenson has worked in the customer service management for over 30 years and this book is a compilation of all that knowledge and experience.  Evenson contends that action coupled with the right words will result in successful customer interactions.  Part one of the book covers the various phrases that demonstrate courtesy, rapport, empathy and a host of additional phrases.  The second section of the chapter examines actions that reinforce those phrases.  Part two includes over 30 different scripts for every possible customer interaction-either positive or negative.  Evenson reports each customer scenario with great detail including the customer situation, some identifying behaviors of the customer, a “Do This!” story, a “Why this works” and finally tips on applying the suggested approach.  Evenson also covers 20 different situations when the customer service person commits a gaffe with the customer such as when the customer rep says something tactless.  Evenson’s final chapter encompasses phrases for social media interactions.

Evenson has written an invaluable tool and resource for the customer service provider.  This is a book that you will refer to repeatedly.  Evenson suggests appropriate, effective behaviors that will improve any customer service interaction.  The social media chapter is not as robust as the other content in this book, which is the one improvement I would suggest.  Otherwise, this book is one you will want to keep handy when customer interactions run afoul or you just want to review how you handled a situation.