By the end of this course, delegates will be able to:

• Apply the essential principles of customer services
• Ask effective questions to get results
• Use empathy to maintain rapport with customers
• Professionally respond to a customer’s demands and requests while maintaining rapport
• Sequence sentences effectively to get maximum results
• Handle phone conversations professionally
• Read and interpret body language signals and use them to enhance communication skills
• Defuse uncomfortable interactions with customers
• Respond professionally to any problems as they arise