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