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Course Details

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T.H.A.N.K.S. Enlightened Customer Service - SP

Internationally renowned consultant and speaker, Skip Normand, teaches course participants the process for effectively managing the six phases of the call cycle from welcoming the caller and effeciently handling the caller's request, to upselling, cross-selling and turning "shoppers" into customers. This video combines real world situations with humor to enhance the learning curve.

T - Thank the caller

H - Hear the caller out

A - Assess the situation

N - Needs Fulfillment

K - Keep the responsibility

S - Sell something extra

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