Discover the rules of good customer service.
Discover why you lose some customers.
Recognize the causes and consequences of poor service.
Discover the features most sought after by your customer.
Evaluate yourself and your company.


Learn how to control your emotions when facing verbal aggression from customers.
Learn how to help your customers eliminate their frustrations in order to establish a favourable atmosphere for negotiation.
Learn how to negotiate compromises that will satisfy both parties.


Develop the art of listening.
Discover the many benefits of good communications.
Acquire the habit of using all five senses – plus your sixth sense.


Identify the 18 most common telephone errors.
Learn how to improve your telephone image.
Learn how to use the telephone judiciously to receive calls.
Learn how to use voicemail: your own and your customers.


Learn to recognize your customers’ expectations and desires.
Rediscover the features for which your business is known.
Learn how to follow up effectively on customer contacts.


Discover how to provide certain customers with special treatment.
Learn how to establish your priorities.
Reserve a special place for new customers.


Develop behaviour that will earn the respect of your customers.
Learn how to maintain good relations with co-workers and promote cooperation.
Discover behaviour patterns and attitudes to avoid with your
customers.


Define your career objectives.
Discover your strengths and weaknesses.
Establish your action plan.