1. Miriam Davis Lenora Glass Marc Glover

2.  Purpose  Our Employees  Training

3.  Happy Customers  High level of Customer Service  Profitable Business

4.  15-20 Employees  Hands-on Type Workers  Needs Effective Communication Skills Customer Service Skills

5.  Phone Etiquette  Listening Workshop  Dealing with Customer Turnoffs

8. Training Workshop Day 1 8:00 am 8:15 am 8:45- 9:15 am 9:15- 9:30 am 9:30- 9:45 am 9:45- 10:00 am 10:00- 10:45 am 10:45- 11:00 am Welcome  Greet and Ice Breaker Activity  View “Telephone Etiquette” and discussion  Role-playing Activity  Short Break  Order Breakfast  Listening Workshop  Closing Comments

9. Training Workshop Day 2 8:00am 8:15- 8:45 8:45- 9:15 9:15- 9:30 9:30- 9:45 9:45- 10:45 10:45- 11:00 Welcome  Greet and Ice Breaker Breakfast Activity  Continue Listening Workshop  Short Break  Breakfast Activity  Recognizing and Dealing with Customer Turnoffs  Closing Comments

10.  First Impressions  Putting Callers on Hold  Transferring a Caller  Taking Phone Messages  Lasting Impressions

11.  http://www.youtube.com/watch?v=QNm dUKiPE_c http://www.youtube.com/watch?v=QNm dUKiPE_c

12.  16 Listening Tips Let others tell their own stories first Listen Attentively Listen more and talk less Relax Ask Questions Create a positive listening environment.

13.  5 Ideas To Deal With Difficult Customers  Customer Complaints Believe Listen Apologize Satisfy Thank