Customer Care - Why your firm needs customer care.
Why you need to do something about it.
Your plan of campaign.
Customer care skills.
Customer care on the telephone.
Telephones, problems and opportunities.
Communicating on the telephone.
Telephone reception skills.
Do's and don'ts on the telephone.
Handling problems and objections.
Dealing with criticism.
Reception Skills - The role of the receptionist.
Being an ambassador.
Receiving visitors and guests.
Administration in reception.
Security and safety.