Back to Build Your Own | Communicating with Customers | Managing & Creating Change | Powerful Telephone Techniques | Consummate Communicator |Train the Trainer
Communicating with Customers
Background
This course combines parts of:
The goal was to focus on:
- Interpersonal skills
- Influence
- Calming customers
Course Objectives
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Maintain professionalism regardless of personal or professional stress;
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Identify one’s own personality style and the personality styles of customers;
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Apply personality knowledge to communicate more effectively with customers and improve rapport;
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Choose vocabulary that is calming and persuasive even when the message is unpleasant;
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Improve vocal quality to increase credibility and perceived authority over the phone;
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Develop a personalized strategy for improving listening skills;
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Refer to a recovery system for turning angry customers into happy repeat customers.
Course Length
- Two Days
Course Outline
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Consistent Professionalism
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Managing Thoughts
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Using Body Language
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Handling Negative Emotions Positively
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Personality Styles
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Understanding Styles
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Typing Ourselves and Others
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Applying to Customer Relations and Team Building
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Vocabulary
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Keeping Customers Calm with Words
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Words to Avoid, Words to Use Instead
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Persuasive Language to Gain Cooperation
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Voice Enhancement
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Developing Vocal Variety
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Proper Voice Projection
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Eliminating Verbal Fillers
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Listening Skills
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Three Styles of Listening
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Removing Obstacles to Listening
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Practicing Proactive Listening Habits
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Handling Difficult Customers
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Angry Customers
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5-Steps from Angry to Repeat Customer
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