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    Handing Irate & Abusive CustomersListening & Questioning SkillsUp selling & Cross sellingInternal Customer ServiceNot Being Friendly EnoughImprove Empathy & CompassionAll of the Above!
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    Give your team the tools to master these communication concepts:

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    • How the power of attitude helps resolve challenging situations
    • Essential office etiquette & workplace manners strategies
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    • Replacing Five Forbidden Phrases® w/ Positive Alternatives
    • Best practices for email subject lines and address fields
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    • The six cardinal rules of customer retention and loyalty
    • The importance of delivering Business Friendly℠ service
    • How to respect & communicate effectively with co-workers
    • Contrasts between passive, average & proactive service
    • 6 ways to improve listening skills and deliver better service
    • The personal philosophies of six service superstars
    • How service after the sale builds customers for life
    • When to use open-ended, closed-ended, probing & echo questions
    • Deploying the Power of You during interviews & appraisals
    • Why bringing an ‘observable level of enthusiasm’ is so important
    • The distinction between features and benefits
    • To be truly sensitive and empathetic to customer needs
    • Management skills to better lead, coach and mentor others
    • How to conduct more effective & engaging meetings
    • Avoiding weak, wimpy words in business communication
    • The relationship between internal & external customer service
    • plus hundreds more skills, strategies & techniques!
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