Before you can begin you must print the note-taking guide.
1. Click the ‘Open Note-Taking Guide’ button below.
2. Print the guide, then close the pop-up.
3. Set it aside until you get to the video portion of this course.
The words you choose and how you say them can either enhance the customer relationship or harm it. In this course you will learn:
• Phrases to eliminate from your customer service conversations.
• Soothing phrases that ease a customer’s concerns.
• Forbidden phrases that escalate customer service breakdowns.
• How your attitude and words can calm an upset customer.