The programme focuses on the core skills and behaviours that need to be developed in order to impress the customer. By the end of the workshop individuals will be able to: - Acknowledge your own experiences of customer service - Identify customer needs/wants and be able to exceed their expectations - Analyse your own attitude to customers and the impact your behaviour has on your customers - Describe the core customer service principles and apply practical customer service skills - Handle difficult customers more effectively through effective complaint management