Smart Customer Service: Courtesies, Attitude, Ethics and Listening for Understanding

At the conclusion of this course, you will be able to:

• Identify the components that make up a good first impression, including appearance, attitude, and body language
• Discuss the importance and impacts of practicing basic courtesies that will convey respect and consideration toward your customers
• Identify the elements that make up a good attitude, such as showing appreciation, believing yourself, and being open-minded
• Explain the importance of conducting yourself in an ethical manner
• Identify external and internal barriers to communicating with your customers
• Discuss techniques, such as listening actively and attentively, to help interpret customer requests correctly
• Describe nonverbal listening strategies to communicate attentiveness and interest to the speaker
• Explain ways to check for understanding, such as recapping, asking questions, and summarizing to ensure you interpreted the customer’s message correctly