You have found these four courses ( A- D) on the internet . Which course does each statements below refer to ____

A-

Communicating with you customers

You will learn to build rapport with your customer and how noon verbal communication in interpreted by customers . In addition , you will be trained in telephone skills , including how to project professionalism and how to provide quality customer services over the telephone . Finally , you will learn how email can be used for effective communication with you customers and to build a good reputation

B-

A first class customer service

Providing A first class customer service and creating the right impression first time is a must for front line staff . To be successful at customer care requires an understanding of customer expectations and the skills to exceed that expectations . This practical and interactive course provides a wide range of personal and professional skills for staff who are often the first point of contact for customers . Throughout the course , delegates will have the opportunity to practice handing skills with role play and discussion groups , enabling a confident return to the work place

C-

Customer care

Word of mouth is the cheapest and most effective way of marketing your business and extending you customer base. If you treat your customer badly. You may lose you valuable business due to simple lack of people skills. This course is designed for anyone who wants to know how to make a positive impression to retain customers, eliminate customer dissatisfaction and lean how to handle awkward customer appropriately.

To address you customers' needs , you must be able to see things from their point of view , respond to whatever they throw at you and still show you are pleased to be able to help them

D-

Telephone skills and customer care-training course

Large number of companies have set up helplines as the quickies and most convenient way of managing customer contracts. Call centers and internet sales are the fastest growing operational departments for many organizations. It is essential that all employees represent that organization in a professional and friendly way . Clear and effective communication is essential to ensure that the business in not lost . Failure to train your staff properly in telephone skills may result in fewer customers

Decide the key idea in each of these segments put beside each idea one of these letters ( A , B , C , D )

1- Satisfying your customers' requirements by understanding how they are thinking _____________

2- Getting your customer to tell other people about your company __________

3- Using writing skills successfully ____________

4- Becoming more certain of your professional abilities _________

5- Understanding how your body language affects clients ___________

6- Learning suitable ways of dealing with difficult clients ____________

7- Giving a better services than the customer thought they would receive ___________

8- Using some increasingly popular media for dealing with customers _____________