In today’s customer-oriented business environment, “people skills” are critical for personal and organisational success. The way you handle your customers will directly affect your achievement of your individual goals, as well as your team’s and your company’s performance. At this workshop, you’ll learn how to communicate professionally, gain respect, enhance customer relationships and secure a competitive advantage.
Objectives
- Deliver better, faster service and increase customer satisfaction
- Learn how to gain repeat business
- Know what customers expect
- Increase your credibility with customers – and your value to your organisation
- Maintain positive communication with customers in difficult situations
Key Topics
- How customer service creates revenue and healthy organisations
- Managing Customer Expectations
- Active Listening Skills
- Establishing two-way communication between you and the customer
- Creating better rapport with the customer
- How emotions affect the customer’s experience
- Avoiding unproductive communication that hinders your service effectiveness
- Using positive communication to calm angry customers
- Adopting a win-win approach in solving the customer’s problem
- Turning an angry customer into a happy repeat customer