Key Objectives

• Discover how to create positive customer  memories
• Apply methods to resolve issues, earn thanks, and gain respect
• Use effective communication skills and proper behavior despite challenges

 Course Outline Includes:

• The Communication Process
• Internal Communication Principles
• Speech and Body Language
• Handling Requests
• Differentiating Between Upset Customers  and Difficult Customers
• Managing Unreasonable Customers
• Assertiveness, Not Aggression
• Achieving Customer Satisfaction

Much more to learn…

Who to Attend

Employees at any level who interact with customers and want to improve their communication skills to maximize job satisfaction in a supportive, professional environment.