Effective communication skills
Improve communication, strengthen trust and build customer loyalty.
Your outcomes
- Develop and harmonizr core communication skills and behaviors
- Consider approaches to communicating in a more customer-orientated manner
- Understand the impact of effective communication on CSAT scores
- Appreciate and respond to the challenges of how culture impacts communication
Training content
- Responding clearly to customer needs and expectations
- Communicating using the RATER model as a framework for behaviors and language
- Applying the 3 dimensions of customer service to your communication
- Listening to learn, and learning to listen
- Understanding the value of complaints
- Responding to ‘emotional’ customers
- Recognizing/dealing with service breakdowns
- Integrating best-practice etiquette into your customer communication
- Resolving conflicts through problem solving and negotiating
- Empowering the customer
- Building satisfaction and loyalty
Engage with your customers in the 3 dimensions of service.
Achieve CSAT with your knowledge of the RATER model.
How to say no to customers
A practical guide for B2B service professionals
Great customer service doesn’t always mean saying yes to everything – and sometimes you can’t, shouldn’t or mustn’t say yes to every request. Sometimes you need to say no to customers. As counter-intuitive as it may sound, sometimes saying no is about building relationships!
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Target Training GmbH
- Kopernikusstrasse 13
- 63071 Offenbach am Main
- Tel: +49 69 8484 79 0
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