Certificate Authentication

Customer Care Basics

• Impact of a satisfied customer
• Value of a customer
• Customer expectations

Communication Fundamentals

• The communication process
• Communication challenges
• Communicating exceptional service

Managing Customer Perceptions

• Perception is reality
• Creating positive perceptions
• Avoid negative perceptions
• Taking responsibility

Responding Face-to-Face and by Phone

• Listening effectively
• Asking questions
• Interpreting information
• Offering a solution

Dealing with Different Customer Types

• The Platinum Rule
• Assertive customers
• Angry customers
• Talkative customers

Writing Effective Emails and Letters

• Assessing your writing style
• K. I. S. S. (Keep It Simple, Sweetheart) strategy
• Using active voice
• Opening and closing sentences