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 with clarity – asking effective questions and responses
• Managing the flow of a call – from start to finish
• Building rapport – human / business element
• Going the extra mile – “CAN DO” attitude