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 session will help participants eliminate the needless problems which can so easily arise from ineffective communication. This program builds upon the concepts and principles presented in Customers Forever and Customer Focused Leadership.
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Through this ½ day or 1-day 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 Customers Forever. It can be done in a 1/2 day format, when combined with that program.
© The Training Bank 2007