Customizable High Performance Customer Service Training Modules:

Core Skills

>	Impacting the Customer Experience
>	Focusing on the Customer
>	Exploring Social Styles & Motivators
>	Enhancing Customer Courtesy Skills
>	Communicating Effectively
>	Handling Challenging Situations
>	Balancing Business & Customer Needs
>	Providing Products to Customers
>	Recognizing Value
>	You REALLY are the One at Your Company

Selling Skills for Customer Service

>	Transitioning to Sales
>	Developing a Campaign Strategy
>	Listening & Questioning
>	Positioning the Sale
>	Managing Sales Objections
>	Closing the Sale
>	Integrating the Skills
>	Improving Personal Effectiveness

Customer Service Management

>	Leadership Support

Customer Service Training: Enhancing Customer Courtesy Skills

Overview
Some skills help elevate your customer relationship to the next level; others are prerequisites — they're simply tickets into the big game! Acting in a professional, predictable, and respectful manner is not just good sense, it's a business requirement. However, bad habits are hard to break and even the best of us need a refresher from time to time.

This module presents the basics of call flow and communication skills.

Performance Outcomes
As a result of participating in Enhancing Customer Courtesy Skills, you should be able to:

Use the Call Flow as a tool to guide customer-focused interactions.
Identify the steps of the Call Flow.
Apply professionalism and effective communication skills throughout the customer interaction.
Recognize the effects that word choices, tone, and attitude have on the total customer experience.

Activities
Activities include Call Flow discussion, professionalism discussion and demonstration, Choosing Words! exercise, How Do I Sound exercise, and Skills Spotlights.