Training Outline

Profiting From Effective Customer Service

Having an exceptional service attitude

How to delight the customer and caller

Empowerment - The new and successful approach

How to give customer service to co-workers

Why Customers Quit

How to handle complaints and irate customers

How to make and keep a valued customer

What ruffles a customer

Managing and Handling Incoming Calls

The I C.A.R.E. formula

Handling transfers and delays

Offering help and getting the message

Interpersonal Communication with Customers

Empathic listening

Creating a positive business image

The importance of enthusiasm

Leader's Laws