You are the customer service manager for a company of your choice. You are keen to develop an in-house training on customer care.Draft in detail your training notes with illustrative examples to explain the following:

1. How the tone of voice, body language and active listening adopted by a member of staff can affect how customer complaints are handled
2. The methods and importance of motivating customer service staff
3. Determinants of service quality
4. Essentials of customer service success