• Confidently work "one-on-one" with all types of customers
• Deliver service that earns the praise of both customers and higher-ups
• Maintain a sense of calm and focus in stressful service situations
• Gain the skills that make work less confrontational and more rewarding

• Confidently work "one-on-one" with all types of customers
• Deliver service that earns the praise of both customers and higher-ups
• Maintain a sense of calm and focus in stressful service situations
• Gain the skills that make work less confrontational and more rewarding

Master Knock-Your-Socks-Off Service Basics

• How good are your customer service skills? Take this confidential self-audit and see how you stack up against the pros
• How to treat customers like friends and still maintain a professional working relationship
• 3 statements the pros use to make sure first-time buyers come back for more
• How to avoid committing the 10 cardinal sins that drive customers straight to the nearest competitor
• Why do some reps never seem to burn out? Learn their secrets here
• How veteran service reps keep customers for life
• IMPORTANT: The 1 maxim every service rep must follow to the letter — otherwise, your service means nothing to customers

Make Every Customer Feel Like Number One

• Expert listening techniques that let customers know they have your undivided attention
• How to read the subtle signs that tell you a customer isn’t 100-percent satisfied
• 4 winning phrases that let customers know their satisfaction is your top priority
• The best way to deliver bad news without upsetting the customer
• When someone slips up — here are the step-by-step actions you must take to regain a customer’s trust and dedication
• 5 deadly phrases many reps use that destroy customer goodwill — and what to say instead
• How to make customers feel like they’re receiving top-quality service, even when you can’t deliver everything they want
• 9 pivotal actions you can take to project a more professional image to customers

Handle Difficult Customers With Confidence

• A simple phrase that defuses hotheads in seconds so you can get down to resolving their problems
• The best way to make customers understand that their requests are unreasonable and to get them to compromise
• Proven strategies for dealing diplomatically with the 5 types of tyrannical customers who drive all reps crazy
• How to help customers realize when they’re wrong — and a solution that lets them save face
• 2 valuable methods for weathering customer fury like a knock-your-socks-off service pro
• How to recognize and effectively handle customers who can’t ever be satisfied — without losing their business
• 9 stress-busters that’ll alleviate tension and allow you to stay calm and collected under pressure
• How to convince cynical customers that you can and will do something to solve their problems

Go Above and Beyond Customer Expectations

• 5 keys to delivering service that’s so good, it’ll knock your customers’ socks off
• How to show customers that you sincerely value their business, without being sappy or melodramatic
• A great technique for anticipating customers’ needs — even before they do
• How to avoid breaking promises and deliver service that goes the extra mile every time
• 3 steps for following up a purchase to ensure that customers are absolutely, positively satisfied
• How to take the first, and most important, step toward delivering exceptional customer service
• Why complaining customers are one of your most valuable resources ... and how to reward them

"An outstanding program for people just getting started in a customer service position as well as those professionals who regularly have to [work with] the public."
Fred Berkebile
Road Rescue Inc.

"I enjoyed this seminar and feel it will help me in the areas of assertiveness, self-confidence and self-esteem."
Diane Jackson
N & S Vending Services Inc

"Everything was presented in a clear manner and easily understood."
Josh England
Utility Trailer Sales
Cole County Commission