When people are not treated according to their expectations, they take their business elsewhere.

During this new decade of service-oriented industry, a mastery of Customer Service can mean the difference between success and failure. The corporate trend of raising Customer Service is an art form, treating service as a product that needs to be learned inside and out, and marketing service to customers as vigorously as if it were a direct revenue producer. Unfortunately in many companies, the customer has become a low priority. What's more, they usually relate their bad experiences to as many as ten other people. On the other hand, the rewards for exceeding customer expectations are plentiful. That's good news for businesses who strive to offer the ultimate in Customer Service.

The question then becomes not whether to improve your company's service standard, but how. Excellence in Customer Service pays off on the bottom line by dramatically influencing customer behavior through a dynamic, results-oriented process.

Key Areas:

• Beyond Customer Service - What Does the Customer Really Want
• Your Role, in Understanding Customer Behavior, and in the Company
• The Power of Goal Setting - Benefits, Persistence, Teamwork
• The Art of Satisfying Customers and Winning Customer Loyalty
• Effective Communications - Listening, Telephone, the Extra Mile
• Communicating Customer Information Throughout the Organization
• Handling Complaints and Mastering Difficult Situations
• Reducing Conflict and Stress
• Achieving Competitive Advantage through Personal and Company Image, Quality, Excellence
• Customer Service is Everyone's Responsibility
• Managing Rushed and Overly - Busy Situations