Present an overview of what ‹customer service excellence› means to you and your customers.
   Estimate how Emotional Intelligence (EQ) can give you a customer service edge.
   Implement customer service cycle.
   Identify customers types and their needs.
   Identify personal strengths and blind spots and how they impact your customers.
   Explore reasons for spending more on valuable customers (no more one-size-fits-all).
   Use several tool to motivate and maintain morale in front-line customer service teams.