How to overcome nervousness and improve your public speaking skills.

How can you refine your speech delivery...

Preparedness is the key to success.

Great things are not done by impulse, but by a series of small things brought together. Vincent Van Gogh

Your task description will be the organising principle for the rest of your presentation. Most of what follows will be an account of what you did to complete the task.

When your work speaks for itself, don’t interrupt. Henry J. Kaiser

According to a survey by the Sunday Times, 41% of people list public speaking as their biggest fear. Forget small spaces, darkness, and spiders – standing up in front of a crowd and talking is far more terrifying for most people.

“Customer satisfaction is worthless. Customer loyalty is priceless.” Jeffrey Gitomer

Customer service professionals will inevitably interact with customers who provide specific kinds of challenges. Becoming sensitive to the types of customers you will deal with and developing strategies for specific customer situations will make those difficult customer situations less challenging. This module offers examples of the types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well.