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 that the impression made by an employee is a positive one is done. Customer Service Skills presents an overview of a customer service program that is designed to increase the effectiveness of employees’ communication skills and promote their level of professionalism. Customer Service Skills presents an overview of a customer service program that is designed to increase the effectiveness of employees’ communication skills and promote their level of professionalism.

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

Features
This DVD provides strategies and information on how to create an effective customer service program focusing on communication skills and professionalism.