Studies reveal 85% of people’s success in work and business is founded on two major factors; communication & attitude. Barriers to effective communication Key listening skills to diminish conflict Qualities & benefits of assertive communication Words and phrases, mixed with the right attitude, that get results Communicate with clarity & confidence

It’s not the issue, it’s how you handle it. The role of a customer service representative has many rewards both professionally and personally. However, at times you will be challenged with having to turn an unhappy customer into a satisfied customer. How you handle the situation is imperative to building and maintaining their loyalty to your

A company that offers great customer service gains the competitive edge. The truth is that most customer’s base their final purchasing decision on service and the like factor — not product quality. Effects of negative customer service What every customer wants and expects Effectively communicating with your customer Building rapport – the Human / Business

When service providers understand what every customer expects, whether it’s in person or over the telephone, it provides them with an opportunity to project a credible and professional image for not only themselves, but for the organization they represent. Meeting the minimum expectations of every customer Key communication skills – verbal and non-verbal; listening Speaking