The attitudes and behavior of your staff towards the public are a direct reflection of your organization. Help your employees develop a customer-oriented focus so that they will always provide excellent service to both the external and internal customer.


  • What Is Customer Service
  • External Customers
  • Internal Customers
  • First Impressions Matter
  • Courtesy Counts
  • Attitude is Everything
  • Doing the Right Thing: the Ethical Issues
  • Excellent Service Through Effective Communication
  • Jumping In With Both Feet: Relationship Building
  • Putting Customers First
  • Handling Customer Complaints
  • Identifying a Complaint as a Gift
  • Steps for Handling Customer Complaints
  • Handling Difficult Customers
  • Strategies for Service Recovery
  • Being The Best That You Can Be: The Total Package

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