Highlights of the Course Curriculum (102 Minutes)
Module 1 (45 Minutes): Three customer satisfaction levels, examples of what "Exceed" looks like, three levels of listening, how perception becomes the customer's reality and what we can do to change their perceptions.
Module 2 (21 Minutes): Teamwork (what to share and not to share), being an advocate, attitude is a choice, acknowledging customers, excusing yourself, and why you should not apologize to customers who are simply waiting.
Module 3 (18 Minutes): Pedestal words, people making emotional decisions, active listening, asking the right questions, seeking assistance, phrases you should not use, crafting positive statements, and if someone makes an error.
Module 4 (18 Minutes): Sincerity, how people judge us, handling difficult people, how attitude tells others what we expect in return, gender issues, and how one employee can destroy the entire brand of an organization.