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Thinking like the customer is one of the best ways to improve your customer service! Great for session starter, energizer and reinforcing key messages on customer service.

Creating a positive customer experience requires flexibility. To gain and maintain customer loyalty, you must focus on active listening, demonstrate a positive attitude and be ready to solve problems.

Customers deserve our undivided attention. Being interrupted by the phone when you are dealing with a face-to-face customer can be a challenge if you don’t know the steps to take.

Calming a frustrated customer requires strong interpersonal skills. First you must be a good listener with the rapport building skills. Next you must be a proactive problem-solver. Last, you must maintain a positive attitude.

When it comes to serving customers, you are bound experience situations in which one or more are not happy. How you react in these situations impacts the perception the customer.

As employees who serve customers, it is certain that you will experience situations in which your customer is not happy. How you react in these situations impacts the perception the customer has about the level of service he or she is experiencing.

When it comes to customer service during the workday, it’s best to remember that we are ALL responsible for customer service. Our internal customers – members of our department or other departments – are just as important as our external customers.

Great customer service means putting your heart into everything you do. It’s about making customers feel valued. We all must take an active role in creating a customer-centric workplace.

By the end of this course, you will be able to identify the importance and techniques for sales opportunity management. Sales opportunity management involves creating a sales cycle and navigating the steps in the sales process to close the sale.

A territory may be geographic or it may consist of assigned accounts. By the end of this course, you will be able to identify the importance of territory planning and the techniques for territory planning.