At the end of this training program, participants are able to: • Appreciate how customer service efforts impact company profits. • Understand that internal customer service is just as critical as external customer service. • Prioritize and focus on the top expectations of customers. • Identify one’s own personality style and the personality styles of customers. • Apply personality knowledge to communicate more effectively with customers. • Have influence in the organization by documenting customer concerns. • Make better choices to improve attitude. • Develop a personalized strategy for improving listening skills. • Choose vocabulary that is calming and persuasive. • Refer to a recovery system for turning angry customers into happy repeat customers. • Practice a three step system for maintaining professionalism and composure when dealing with irate customers