• Defining Good Customer Service
  • What Customer Service Skills do you Already Have?
  • Dealing with Difficult, Rude or Indifferent Customers
  • Achieving Real Excellence in Customer Service
  • Advanced Listening and Responding Skills
  • How to make the Customers Point of View Work for you
  • Developing New Customer Relationships
  • Caring for Yourself as well as your Customers
  • Handling Complaints with Empathy and Efficiency
  • Gaining Confidence in your Customer Service Role