THE IMPORTANCE OF GOOD CUSTOMER COMMUNICATION
• Companies need customers
• The effects of competition
• The cost of attracting and losing customers
• Seeking a win-win-win situation

IDENTIFYING OUR CUSTOMERS
• External customers
• Internal customers
• The supply chain

WHAT CUSTOMERS EXPECT
• Six characteristics of a good customer contact person

HANDLING BARRIERS AND FRUSTRATIONS OF
CUSTOMER CONTACT
• Principles when dealing with customer complaints
• A procedure to deal with complaints
• Dealing with an angry customer
• Overcoming language barriers

USING THE TELEPHONE TO DELIVER EXCELLENT SERVICE
• Evaluating telephone skills
• Foundational skills
  - listening
  - questioning
• Telephone techniques
• Applications
  - inbound calls
  - outbound calls

CONTINUOUS IMPROVEMENT EXERCISES
• Plans and exercises to improve the skills learned