Outlines

 

Communication Styles: Speaking your customer’s language

 

• Communication input and output
• Speaking your customer’s language
• Identifying communication styles
• Matching communication styles

 

 

 

 

Building Customer Rapport and Good Will

• What words and actions signal a friendly "ready to help" attitude that makes customers feel important
• How to effectively use voice inflection and body language to further communicate a positive message
• Is my appearance, colors, and grooming are important in serving my customers?
• What specific words and phrases make customers trust and like you
• Is there any difference between man as a customer and woman as a customer?

How to Communicate with Customers

• Simple techniques to identify customer needs
• Are you Hearing or listening to your customers?
• Ten tips for active listening
• Five common barriers to listening
• Encouraging customers to listen 
• How you say it is just as important as what you say - how to hear yourself as others hear you
• How to make certain you deliver service that exceeds their expectation

Handling Problems and Complaints

• Recognizing the root sources of most misunderstandings and customer conflicts
• How to repair a damaged customer relationship
• How to say "no" when you have to without arousing resentment

Dealing with Difficult Customers

• How to deal with unhappy, irrational, angry and upset customers
• What to do when you feel yourself becoming angry with a customer
• Using the H.E.A.R.D technique to diffuse emotional customers

Improving Communications in the Workplace- Internal Customers

• Who is the internal customers
• How to pinpoint communication breakdown
• How to enlist the support of other departments and co-workers

How to avoid misunderstandings

Who Should Attend

 

Individuals who have direct contact with customers, people; employee level

Duration

5 Days