Feelings: Quality Service...First Time, Every Time

Feelings: Customer Care Part One

In this module, we'll examine aspects of personal growth and the benefits of positive communication. We'll also discuss how the way we feel about ourselves impacts on the quality of service we give.

Feelings: Customer Care Part Two

In this module, we'll discuss the image we project to others and meeting the needs of our customers. We will also look at handling irate or dissatisfied customers.

Introduction (with Video)

For many businesses today, the only thing which makes them different from their competitors is the level of service they provide. This series examines the difference between customer service and quality service. In this module, you will be provided with an overview of this five module series. You will also be introduced to the program developers.

The Art of Satisfying Customers (with Video)

In this module, we will be concentrating on two other types of quality service: performance and learning. We will also look at some ways of dealing with problem situations and what the concept of quality service can do for us in the long run.

Understanding the Effects of Positive and Negative Communications (with Video)

Many of our daily encounters are negative, so we're going to learn to focus more on positive encounters and successful events that happen every day. Excellence in quality customer service can only be achieved through practice and hard work. This module is about putting in to practice the topics introduced in Feelings: Customer Care - Part One.

Understanding Why People Do What They Do (with Video)

For many businesses today, the only thing which makes them different from their competitors is the level of service they provide. This module examines the For many businesses today, the only thing which makes them different from their competitors is the level of service they provide. This module examines the difference between customer service and quality service. You are invited to take a new look at yourself and the people you deal with everyday.