Key Objectives After completion of the course the participants should be 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 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 Topics Addressed Employees will feel good about their roles in providing the good customer service and their accomplishments, feeing proud of their contribution to the success of the company.