Calm down, you, but.  These are the four biggest “poison” words in our language.  When an upset customer hears any of these words, they immediately escalate.  How we treat our customers is essential to the success of our company.  The #1 reason customers leave companies and do business with direct competitors is because of poor customer service.  During this enterTRAINing seminar, you and your employees will learn how to make each and every customer feel important, valued and appreciated.  You will learn:

·         How to keep your cool in tough situations

·         Terrific telephone skills

·         How to build trust with your customers

·         What are the ten deadly sins of customer service and how can I avoid them

·         What are the three types of difficult customers and how can I identify and "fix" them

·         Am I really listening to my customer and asking the right question?

·         Winning words and phrases that sell

·         How are your thoughts effecting your relationship with the customer

·         My total communication image- what is my voice, appearance and body language really saying to the customer

·         How do I properly handle an irate customer that is criticizing me?

·         How to say no and still create a win-win situation.