By the end of this training course participants will be able to:

• Explain how their role is instrumental in creating a high performance customer focused environment.
• Realign their thinking about customer complaints.
• Describe the opportunity that exists to develop increased lifetime value from even the most challenging customer situations.
• State the attitudes, skills, and knowledge required to be a professional customer care representative
• Explain the importance of measuring and benchmarking service and the value of a lost customer
• Create stronger connections with customers.
• Explain the basics of customer psychology, rapport building, and adapting their communication styles for positive customer interactions.