How everyone, from the receptionist to the president, affects the company image. This is often a good lesson for those who don't deal much with the end customer. Why you should welcome customer complaints and how to turn them into a winning situation. How to deal with difficult or upset customers. Developing customer service systems.
Friendly employees are great, but the job has to get done right, too.
Systems are important to have to make sure that the defect, complaint percentage is always getting closer to zero. Customer service on the telephone and e-mail. How to handle situations where your company made the mistake. Questions management and employees have to ask themselves and answer. It's hard for people to look at how they treat customers and fellow employees in an objective manner.