Customer Service in a Service Organization

- The role and responsibility of the service provider
- The service triangle
- The EPS formula (expectation, performance, satisfaction)
- The importance of first impressions
- Staying positive and being a winner
- Using assertive behavior in airline customer service
- Building rapport with the customers
- Effective customer communication skills, including listening and body
  language
- Using the right side of the brain in customer service situations
- Handling difficult and aggressive customers
- Managing our personal stress when dealing with customers
- The importance of teamwork in customer service