Instructor Led Positive First Training Classes
 online course |
 instructor led class |
 learn at home |
 group study |
 self directed training |
 cd based training |
 DVD video training |
 printed book |
 e-book digital book |
 workshop seminar |
 train the trainer |
 computer based learning |
 discount pricing |
 online tutorial |
From Advanced Concepts
customer services
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Lesson 2: Focusing on the Customer
Topic 2A: Create a Positive First Impression
Topic 2B: Identify and Help Meet the Customer s Needs
Topic 2C: Create a Positive Last Impression
Lesson 3: Handling Complaints
Topic 3A: Make it Easy for Customers to Complain
Topic 3B: Resolve the Problem
Topic 3C: Cope with Upset and Difficult Customers
Lesson 4: Delivering Excellent Customer Service on the
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