From the
Authors of That's Customer Focus!
Customer-Focused Communication
Enhance your
ability to communicate effectively with customers and staff,
particularly in those difficult situations, to achieve the results
you need.
Effective
communication with customers is a must for anyone who wants to
dramatically improve his or her service relationships with customers
and colleagues. This workshop will help participants eliminate the
needless problems which can so easily arise from ineffective
communication. This program is available in 1/2-day and 1-day
formats.
To
obtain a printable copy of this overview,
click here.
Through this workshop, participants will be able to:
-
Utilize
a proven process for dealing with any customer situations
including the most difficult and challenging
-
Develop communication strategies for
different moments of truth
-
Evaluate any given communication
situation to determine and apply the best approach both to
achieve their objectives and to build respect and credibility
-
Communicate negative information
with positive results
-
Quickly and easily identify
communication barriers and act to remove or at least minimize
these barriers
-
Deal effectively with personality
conflicts and disagreements
-
Clarify customer needs and concerns
-
Handle complaints in a manner which
at the very least satisfies the customer
-
Convey solutions in a manner which
achieves customer buy-in
-
Interact with customers in a way
which focuses on building long-term relationships
-
Apply effective communication
approaches with both customers as well as co-workers with, in
person or on the telephone
-
Develop an Action Plan
for implementation after the program
Topics include:
-
Communication
and Moments of Truth
-
The
Customer Focused Communication Process
-
The
TIDE Model
-
Communication Flow
-
Diagnosing the Situation
-
Four
Communication Approaches
-
Asking Questions
-
Listening
-
Resolving Conflicts and Dealing with Difficult customers
This highly interactive program includes an effective balance of
lecture, individual and group activities and exercises.
This program is a perfect addition to
Customer Focus for the Frontline. It can be
done in a 1/2 day format, when combined with that program.
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