Cover -- Title Page -- Copyright -- Contents -- Introduction -- Part I: Powerful Phrases + Actions = Successful Customer Interactions -- 1 Communicating Powerful Phrases -- Don't Do This! -- Why This Doesn't Work -- Phrases of Welcome -- Phrases of Courtesy -- Phrases of Rapport -- Phrases of Enthusiasm -- Phrases of Assurance -- Phrases of Empathy -- Phrases of Regret -- Phrases of Appreciation -- Do This! -- Why This Works -- 2 Actions That Enhance Powerful Phrases -- Don't Do This! -- Why This Doesn't Work -- Attentiveness Is Job Number 1 -- A Positive Attitude Is Everything -- Tone of Voice and Body Language Communicate Volumes -- Ethical Behavior Matters -- Energy Level Keeps You Level Headed -- Calming Techniques Keep You in Control -- Do This! -- Why This Works -- Part II: Powerful Phrases and Scripts for Every Situation -- 3 Powerful Phrases for Typical Customer Interactions -- Meet and Greet -- Step 1: Make a Great First Impression -- Step 2: Greet the Customer -- Understand and Assist -- Step 3: Understand the Customer's Request -- Step 4: Assist the Customer -- Agree and Acknowledge -- Step 5: Gain Agreement -- Step 6: Acknowledge the Customer -- 4 Powerful Phrases for Challenging Customer Behaviors -- What to Do When the Customer Is Agitated -- What to Do When the Customer Is Angry -- What to Do When the Customer Is Combative -- What to Do When the Customer Is Condescending -- What to Do When the Customer Is Confused -- What to Do When the Customer Is a Deal Maker -- What to Do When the Customer Is Demanding -- What to Do When the Customer Is Demeaning (to You Personally) -- What to Do When the Customer Is Dismissive -- What to Do When the Customer Is Dissatisfied (with You or Your Company) -- What to Do When the Customer Is Freaking Out -- What to Do When the Customer Is Grumbling -- What to Do When the Customer Is Harassing You.

What to Do When the Customer Is Impulsive -- What to Do When the Customer is Indecisive -- What to Do When the Customer Is Intoxicated -- What to Do When the Customer Is Melodramatic -- What to Do When the Customer Is Mentally Unstable -- What to Do When the Customer Is Noncommunicative -- What to Do When the Customer Is Obnoxious -- What to Do When the Customer Is Overly Analytical -- What to Do When the Customer Is Overly Friendly -- What to Do When the Customer Is Pessimistic -- What to Do When the Customer Is Pushy -- What to Do When the Customer Is Self-Righteous -- What to Do When the Customer Is Shy -- What to Do When the Customer Is Stressed -- What to Do When the Customer Is Swearing -- What to Do When the Customer Is Threatening -- What to Do When the Customer Is Wary -- 5 Powerful Phrases for Challenging Employee Situations -- What to Do When You Made a Poor First Impression -- What to Do When You Can't Understand Your Customer -- What to Do When You Stereotype a Customer -- What to Do When Interacting with a Customer Who Is Disabled -- What to Do When You Make a Mistake -- What to Do When Another Employee Makes a Mistake -- What to Do When You Have No Clue What to Do -- What to Do When You Have to Say No to Your Customer -- What to Do When You've Said Something Tactless -- What to Do When You've Talked Over Your Customer's Head -- What to Do When You've Patronized a Customer -- What to Do When You Didn't Listen to Your Customer -- What to Do When You Annoy Your Customer -- What to Do When You Say Something Sarcastic to Your Customer -- What to Do When You or Your Customer Is Embarrassed -- What to Do When You're New and Not Yet Working Up to Speed -- What to Do When You're Faced with an Ethical Dilemma -- What to Do When You Show That You're Having a Bad Day -- What to Do When You Feel You're Going to Lose It.

What to Do When You're Having a Personal Problem That Affects Your Work -- 6 Powerful Phrases for Social Media Interactions -- What to Do When a Customer Makes a Comment -- What to Do When a Customer Complains -- What to Do When a Customer Compliments.