Transforming Customer Service & Resolving Conflicts
Everyone receives a paperback workbook, 8 hours, $225 per person

Appearance Counts
The Power of a Smile
Staying Energized
Staying Positive
Understanding the Customer’s Problem
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Following Up
Addressing Complaints
Turning Difficult Customers Around
Dealing With At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Communication
Using Body Language to Your Advantage
Phone Etiquette
Email Etiquette
De-Escalating Anger
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions
Succeeding and Sustaining