Organizations that are leading the way in the 21st century are exceeding customer expectations. This workshop explores ways your organization can learn from the "winners" in service. Come investigate how you can move yourself and your people beyond service to service excellence.

You will learn:

• How to project a better image of yourself and your organization


• The 10 most important needs and wants of customers in the 21st century


• What customers can tell from your voice


• Emotional "trigger" words to avoid


• How to be better able to listen for the "message" behind the words


• Positive Fast and Friendly techniques that leave customers wanting more


• Customer service excellence techniques being utilized by "winning" organizations and how to put them to work for you


• Effective anger diffusion techniques to help you work with angry and upset customers


• How to maintain control even in the most difficult circumstances


• Key to survival and success in professional communication situations

Through this workshop come to realize and avoid the common communication mistakes found in working with customers. Take advantage of your own personal strengths and communication skills to provide a powerful impact on your customers.