Part A: Mastering the Basics
Skill 1: Being Professional in Appearance & Work Habits
Skill 2: Communicating a Positive Attitude
Skill 3: Greeting Customers in Person and on the Telephone
Skill 4: Listening with a Service Attitude
Skill 5: Handling Customer Questions and Requests
Skill 6: Giving Helpful Directions
Part B: “Being a Pro” Advanced Customer Service
Skill 7: Taking Responsibility
Skill 8: Saying “No” Nicely
Skill 9: Responding to Complaints
Skill 10: Using Stress Relief Techniques
Skill 11: Exceeding Expectations!
