Definitions – 

1. a) Customer Service, Delight and Customer types: Internal & external 
2. b) Define Customer delight and why it is important to delight customers – internal and external 
3. c) My Role has a Customer Service provider – Host/ Sales person/Source of information/Psychologist/Diplomat 
4. d) Delivering on the promise – Under-promise & Over promise
5. e) 4 Fundamental needs of the Customer:
6. Need to feel Appreciated – 
7. a) Importance of providing quality customer – Internal and external customers
8. b) Define Customer Delight – why is it important to delight customers
9. c) Discuss the various roles customer service personnel in executing their  duties –   Host/ Sales person/Source of Information/  /Psychologist/Diplomat
10. d) Delivering on the promise

2. Need to feel Understood – Achieve through Communication Mode 
3. a) Types/Mode of communication
4. b) Barriers to communication
5. c) Reducing barriers to communication
6. d) What not to do in the prescience of the customer

3. Need to feel Helped  – providing hospitality/solve problems
4. a) Reasons people complain : Request for Service/Offer of Information/Demand for satisfaction 
5. b) Tips to handle complaints

4. Need to feel Respected –  Ref: Verbal Address
5. a) Respect for Self, Time 
6. b) Respect for people and their positions- verbal Address  

c) Demonstrate proper handshake