Customer-Focused Communication: Effective Communication
Effective communication with customers is a must for anyone who wants to dramatically improve his or her service relationships with customers and colleagues.
Customer-Focused Communication is an on-site workshop which is available in a half-day overview or full one-day format.
Coming in early 2015, this program will be available in a customized, modular, live webinar format. Contact us for details.
This highly interactive course will enable participants to eliminate the needless problems which can so easily arise from ineffective communication. The concepts, approaches and techniques apply when interacting with either customers or colleagues. The need for highly effective communication between the back office and frontline employees and with customers is critical to the success of every customer interaction. Lack of cooperation between employees is often the result of poor customer-focused communication. A breakdown in communication usually ends up impacting the customers’ experience one way or another. Poor communication leads to customer dissatisfaction which is a prescription for disaster.
This program will enhance your employees ability to communicate effectively with customers and colleagues in all situations including the most challenging and difficult situations. Participants will learn how to turn negative language into positive language. They will learn how to maximize the quality of their communication with customers and each other.
In the one-day version of this program participants will analyze their communication styles and approaches and learn how to adapt their style to reflect the most effective communication strategy for each given situation. They will also have an opportunity to practice their communication skills through role-plays and case studies.
If you would like to maximize the impact of this training we will be pleased to discuss customization of the role-plays and case studies to reflect the participants real world experience. Whether you would like to use this generic program or have us customize it to reflect your specific requirements, we can help.