Audio only
Customer Service Skills
Word-for-word scripts to handle difficult customers, turn complaints into loyalty, answer bad reviews, and train a team that delivers in retail, restaurants, medical offices and tradesBy Imad Muratspahic
Length3h 34m
About this audiobook
A customer walks in, or calls, or leaves a review, and in a few seconds forms an opinion about your whole business. Most of that opinion comes from small moments: how they were greeted, whether they felt heard, what you said when something went wrong. Customer Service Skills is a warm, practical handbook for small business owners, managers and front-line staff in retail, restaurants, medical offices, trades and other service businesses. It gives you the exact words, not just the advice. Unlike general people-skills books, management guides or call-center manuals, it stays on the counter, the doorstep, the phone and the inbox, with real situations and word-for-word scripts for the moments that make your stomach drop. Inside, you'll learn: Every chapter has checklists and ends with a short team exercise you can run at your next huddle. No hype and no promises about ratings or sales, just clear words and steady habits for people who serve customers every day.
Audiobook details
GenreBusiness and Economics
Length3 hrs 34 mins
Narrated byListen with 1,000+ voices
FormateBook with Audio
Publish dateOct 11, 2026
LanguageEnglish
Table of contents
1Important Notice
2Introduction: The Place You Quietly Stopped Going
3Chapter 1: Why Small Moments Build Loyal Customers
4Chapter 2: Greetings and First Impressions
5Chapter 3: Listening and Empathy Without Giving In
Show all chaptersShow less
6Chapter 4: Explaining Clearly and Managing Expectations
7Chapter 5: Following Up and Closing the Loop
8Chapter 6: Calming an Angry Customer
9Chapter 7: Complaints, Mistakes and Making It Right
10Chapter 8: Refunds, Exceptions and Saying No
11Chapter 9: When a Customer Crosses the Line
12Chapter 10: Online Reviews and Social Media
13Chapter 11: Phone, Email and Chat
14Chapter 12: Setting Standards and Hiring for Attitude
15Chapter 13: Short Training Sessions and Authority to Fix Problems
16Chapter 14: Measuring Satisfaction and Keeping It Going
17Conclusion: Your First Thirty Days
18Quick Reference: Scripts, Checklists and Glossary
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