Training Topics


These are some of the training topics that can be incorporated into your customized training program. If you don’t see a topic listed that you would like included, please let us know.

Customer Service: What It Is and What It Isn't

  • What Do Customers Want?
  • What is Exceptional Customer Service
  • Customer Satisfaction vs. Customer Loyalty
  • Empowering Employees to Say Yes
  • Turning Employees Into Owners


Mastering the Telephone

  • Professional Telephone Etiquette
  • Screening Calls and Taking Messages
  • Hold and Transfer Procedures
  • Closing Conversations
  • Handling Calls from New Customers


I Hear You

  • Building Trust and Rapport
  • It “IS” What You Say, and How You Say It
  • Listening
  • Asking Questions
  • Speaking the Customer's Language


Getting to Yes

  • Making Powerful Recommendations
  • You are the Expert
  • Solving the Problem
  • Overcoming Objections
  • Closing the Sale


Bringing It All Together

  • Personalizing Customer Service
  • Oops, I Made a Mistake!
  • Taking Ownership
  • Dealing with Difficult Customers
  • Going Above and Beyond



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