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Establishing Trust and Credibility clearly and concisely illustrates the importance of establishing trust and credibility in the service environment, as well as instructing you in your role and responsibility in building and fostering trust.

You will learn why trust is built on your personal credibility, and why your personal actions impact it.

You will be instructed to appropriately use your company's policy when dealing with customer problems, and not to hide behind it, as excuse not to act.

Additionally, you will understand how the customer's previous experience with your company, as well as your competition impacts their level of trust, and contributes to their skepticism.

Finally, you will be provided with proven strategies and techniques to build trust and credibility with your customers, as well as to reestablish trust and credibility in a broken customer relationship.

As part of the Pinpoint Skill Development Training Series, each skill pack (book) delivers eight core concepts, designed to provide a complete 360 degree perspective on each topic. You are focused on a single concept at a time, including the implications, techniques and strategies to apply the concept, reflection points and a hands-on activity or action plan that transfers the concept into practice.

The step-by-step instructions are structured to achieve each of Kirkpatrick's Four Levels. Each of the eight core concepts is designed to cross-reference and reinforce all other concepts within the skill pack. The combination of all hands-on activities, are designed to produce a master action plan for the specific skill pack.

This skill pack is ideal as an informal training tool for coaching or personal development. It can also be used as a handbook and guide for group training discussions.

Each skill pack in the Pinpoint Skill Development Training Series was developed from proven strategies and techniques created by Timothy Bednarz to effectively train thousands of employees in Fortune 1000 companies since 1990.