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Going Beyond Your Good Service to Exceed the Customers Expectations

By: Lisa Ford, David McNair, and Bill Perry

• Deliver personalized customer service
  
• Learn what customers not only expect...but really want
  
• Phone skills are a must for the call center -- large and small
  
• Tackle the steps for dealing with challenging customers
  
• Self-guided exercises let you structure your own training program
  
• Know the importance of first and last (lasting) impressions
  
• Understand how technology can be your friend or your foe