The Essentials of Superior Customer Service Seminar This skill-building program helps employees develop top-notch competencies in meeting the service needs of external and internal customers. From negotiations to conflict resolution to increasing professionalism, employees learn how to create more successful and productive relationships with the most important segment of any business-the people who ultimately pay for goods or services.

This course will help improve your bottom line because: The ability to interact effectively with people may be the difference between success and failure. Through individual exercises, small group activities and a supporting video, employees will learn to understand and adapt to the customer's behavior and manage special service situations and problems.

Seminar objectives: This 20-hour program is broken down into five, 4-hour modules that cover the following key areas: Identifying and understanding your own behavior Understanding and adapting to the customer's behavior Increasing professionalism through better attitudes, technical skills and teamwork Managing special service situations and problems Negotiating conflicts

Positive Organizations, Inc., 13185 Berlin Tpke, Lovettsville, VA 20180

540-822-3946, info@posorg.com , www.posorg.com

Copyright 2000 Positive Organizations, Inc. All rights reserved.

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