Customer Service Skills

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Robert Lawrence Friedman
49 minutes
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Every employee who comes into contact with a customer will create an impression-good or bad. Accordingly, it is essential that everything that can be done to ensure thatthe impression made by an employee is a positive one is done. Customer Service Skillspresents an overview of a customer service program that is designed to increasethe effectiveness of employees' communication skills and promote their level ofprofessionalism.

Among the topics covered:
  • The seven principles of effective customer service
  • How to make a good first impression
  • How to defuse a volatile situation
  • Developing customer trust through empathy
  • The four types of personalities
  • The importance of active listening
  • Encouraging cultural sensitivity with customers