After this course, you can understand and apply the principles of superb customer service. You learn to project an excellent service image and know what and how to say appropriately in over-the-counter as well as phone conversations with both internal and external customers.

- Knowing your customers
- How to serve using the S.M.I.L.E. approach
- What are the secrets of superb service
- How to project a positive first impression
- How to use the telephone with grace
- How to work with complaints
- How to use the S.E.R.V.I.C.E. recovery approach to turn raging customers into raving fans
- How to use the 5P’s approach to keep customers coming back