Course Objectives Research has consistently demonstrated that when clear goals are associated with learning, the learning occurs more easily and rapidly. With that in mind, let’s review our goals for today. By the end of this workshop, you should be able to: • State what customer service means in relation to all your customers, both internal and external • Recognize how your attitude affects customer service • Identify your customers’ needs • Use outstanding customer service to generate return business • Build good will through in-person customer service • Provide outstanding customer service over the phone • Connect with customers through online tools • Deal with difficult customers