- Projecting a positive attitude and making a great first impression
- Communicating effectively, both verbally and nonverbally- Developing trust, establishing rapport, and making customers feel valued
- Confidently handling difficult customers and situations
New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.