Lessons
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Lesson 1
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Customer service basics
Customers
The service culture
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Lesson 2
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Customer service skills
Organization skills
Communication factors
Personal motivation
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Lesson 3
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Greeting customers
Greeting overview
Phone and e-mail messages
Rapport
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Lesson 4
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Listening and questioning
Listening
Questioning
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Lesson 5
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Responding
Responding to customers
Resetting expectations
Working toward solutions
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Lesson 6
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Resolving issues
Customer appreciation
Follow-up techniques
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Lesson 7
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Using what you have learned
The implementation phase
Resources and tools
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