Because employees who deal with customers have heard the same requests so often, they tend to anticipate customer needs, feel as if the customer has made the request before, and respond with a pat and impersonal answer. Often they don’t realize how their habits of communication affect others, and all-too-often customers feel that their needs have not been met. During this training, perception and communication exercises raise employee awareness of these concerns. Interactive Simulations that allow them to practice new customer service skills will be designed for your particular business situation.
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