Customer Service Training and Presentation Skills Training

Back | Communicating with Customers | Managing & Creating Change | Powerful Telephone Techniques | Consummate Communicator |Train the Trainer

Communicating with Customers

Background

This course combines parts of:

• Customer Service Excellence  
• Powerful Presentations

The goal was to focus on: 

• Interpersonal skills
• Influence
• Calming customers

Course Objectives

• Maintain professionalism regardless of personal or professional stress;

• Identify one’s own personality style and the personality styles of customers;

• Apply personality knowledge to communicate more effectively with customers and improve rapport;

• Choose vocabulary that is calming and persuasive even when the message is unpleasant;

• Improve vocal quality to increase credibility and perceived authority over the phone;

• Develop a personalized strategy for improving listening skills;

• Refer to a recovery system for turning angry customers into happy repeat customers.

Course Length

• Two Days

Course Outline

• Consistent Professionalism

  • Managing Thoughts

  • Using Body Language

  • Handling Negative Emotions Positively

• Personality Styles

  • Understanding  Styles

  • Typing Ourselves and Others

  • Applying to Customer Relations and Team Building

• Vocabulary

  • Keeping Customers Calm with Words

  • Words to Avoid, Words to Use Instead

  • Persuasive Language to Gain Cooperation

• Voice Enhancement

  • Developing Vocal Variety

  • Proper Voice Projection

  • Eliminating Verbal Fillers

• Listening Skills

  • Three Styles of Listening

  • Removing Obstacles to Listening

  • Practicing Proactive Listening Habits

  • Handling Difficult Customers

• Angry Customers

  • 5-Steps from Angry to Repeat Customer

        

       

Copyright 2008 ProEdge Skills, Inc.
Presentation Skills Training l Customer Service Training
Boston, MA l 800-731-0601l info@ProEdgeSkills.com
http://www.ProEdgeSkills.com l Privacy Statement