2. Excellent listening skills Excellent non-verbal communication skills Prodductive relationship with customer Excellent verbal communication skills

4. Focus on your customer

7. Don’t leave them on HOLD Ask permission & keep an eye on the clock. Don’t leave them waiting !

8. But… NEVER, EVER say that you… It’s our responsibility to get the answers they need.

9. When we say we do not know the answer it is a dead end to the user. That’s frustrating!

10. Six C of giving good inf: to customer clear complete courteous concrete correct concise

13. Make a good First Impression Be everything you would expect and want to your customer as you would for yourself

16. Keep Smiling Build a good customer relationship. Create a devoted customer.

19. Listen actively use acceptance responses so they know you are listening repeat all critical elements so they know you understand paraphrase to confirm understanding ask clarifying questions when necessary

20. Because everyone likes to be thanked. and