To succeed, our program needed to incorporate ideas from all levels of the organization-CEO to front-line service provider-into the finished product. Susan's skills in facilitating that development process were exceeded only by her presentation skills. The resultant program is getting rave reviews from all employees.
	Denise Hanson, Vice President, Administration Bay Pacific Health Corporation, San Bruno, CA

A practical, positive approach to working skillfully with internal and external customers. Participants learn to focus on customers, build lasting relationships, work sensitively with each customer's style, and practice strategies that demonstrate customer first commitment.

I like to work with whole companies or divisions or with all front-line customer service representatives and their supervisors.

Benefits:

• Adopt a customer service orientation.
• Identify your internal and external customers and their perspectives, needs, pressures and requirements.
• Read people skillfully, understand your style, respond to your customer's style.
• Build relationships and create results - the Five Step Process.
• Handle complaints, say NO, deliver bad news, and defuse angry customers and complainers.
• Work effectively with difficult people.
• Demonstrate customer-first behavior as a member of a committed team.