Overview:

Let�s take a new look at customer service. What can we do to ensure a personalized, positive, professional level of service every time? Learn updated skills for meeting and greeting, approaching customers, responding to inquiries and finding new solutions to old problems. Challenge yourself to adopt a new vocabulary which focuses on what can be done instead of what can�t be done. Use words and phrases that move the situation ahead and prevent defensiveness and arguments. Implement a formula for positive outcomes based on questions, options, solutions and actions. Create an environment of excellence in all of your communications and customer service.

Topics:

Meeting and greeting Updating for excellence Providing options, choices and alternatives Asking instead of telling Using a positive service vocabulary

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