At the end of this training, Service Quality and Customer Satisfaction: Tools and Techniques participants will learn to:

• Establish the importance of setting and reviewing customer service standards
• Use body language to build trust and rapport face-to-face or over the phone

Communicate more effectively by utilizing active listening and questioning skills

• Demonstrate how to deal with difficult or demanding customers in a professional manner
• Set SMARTER objectives and goals to become more productive
• Utilize stress management techniques to increase job satisfaction