Benefits: • Knowing and applying the core components of customer service in order to communicate effectively and provide excellent service • Understanding customer perceptions and knowing how to create positive customer perceptions • Understanding your customers’ styles and personalities and treating each customer differently and according to his/her needs • Knowing yourself and what pushes your buttons, so that you can be prepared and not be caught off guard • Be able to act professionally by applying best practice telephone etiquette Outcomes: • Identify the 4-elements of professionalism and apply them to your position • Understand your customer and your customer needs, so that you can provide for those needs in a professional manner • Know how to communicate effectively with your customer both on and off the phone, and apply basic listening techniques • Know how to use non-verbal communication to build rapport with your customer • Know how to deal with difficult customers and become more solution-orientated towards them