WORKING EFFECTIVELY AND POSITIVELY ON THE FRONT LINE

I. Meeting and Greeting Skills.

A. The telephone
B. The front line
C. The telephone and the front line – a balancing act
D. Setting priorities


II. Positive Communications.

A. New approaches
B. Personalization and Professionalism – another balancing act
C. Questions, answers and action
D. Getting action instead of reaction
E. Getting things handled efficiently


III. The “C’s” of Service.

A. Courtesy
B. Comfort
C. Clarity
D. Conciseness
E. Correctness
F. Completeness


IV. Dealing With Difficult People and Situations Effectively and Efficiently.

A. Making the most of the time you have
B. Turning negatives to positives
C. Moving ahead
D. Strategies to try


V. Time and Stress Management Too.

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