- Why it’s easier and cheaper to keep your current customers than to get new ones
- Communication skills that make a positive impression
- Listening skills to help you pinpoint what your customer really needs
- Body language and facial expressions for successful, professional in-person contact
- Telephone customer service: efficiency with a generous dose of warmth
- How to deliver great customer service when you’re under stress
- Overcome the barriers to giving excellent internal customer service, even when it isn’t returned
- The answer is “Yes, I can help . . . what’s the question?”
- Spot your customers’ “Transactional” or “Relational” communication styles, and flex your own style for more successful interactions
- Use positive lead-in words to ensure positive problem-solving and get a positive reaction from difficult customers