The Care and Feeding of Your Customer (half-day training)
Responding to customers can create stress in even the most level-headed employee. In this training, participants gain the skills and confidence necessary to respond to all kinds of customers, in person and on the phone. Participants learn how to:
• build rapport with every customer • listen for the customer's real need • calm an angry customer • help long-winded customers get to the point • respond to complaints without getting defensive • present bad news tactfully • treat co-workers as graciously as external customers