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- What is good service and why is it important?
- The K.I.S.S. Approach to excellent service
- "Moments of Truth" - Passing the M.O.T. test
- How to make your customers V.I.P.`s
- The Extra Mile - the key
- The internal service contract
- T.A.S.K. Checklist
- Key communication skills
- Telephone techniques
- Dealing with customer conflicts
- Developing a winning attitude
- Personal action plans
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“Exceptional Customer Service” :