Course Overview

“You can make or break the entire customer relationship in the first 30 seconds of contact. To the customer, the frontline employees are the company.” This course gives participants the opportunity to improve their one‑on‑one communication skills and enhance the customer’s experience.

The session is highly interactive, using visual presentation, lecture, discussion, and small‑group exercises. Participants explore ideas for improving teamwork, handling difficult customer behavior, and managing stress.

The course is designed to improve the use of the telephone for business communications so that participants can use it more effectively in daily contacts with both customers and co‑workers. When participants are the first contact within the company, the benefits are quickly realized in an improved customer first impression.

Course Goals

• Understand how attitude influences the quality of customer service
• Learn communication skills that improve interactions with customers and co‑workers
• Explore telephone techniques that are effective in help desk and support work
• Identify and practice strategies for working with difficult customer situations