Ultimately, effective customer communication is about relationship building – and that is where this seminar adds tangible value.
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WHO’S IT FOR?
As a customer service professional your goal is to connect with your customer, and communication skills are a critical component of customer service. Effectively communicating with your customer means active listening, managing expectations, conveying messages, dealing with emotions, negotiating, influencing and more. This seminar is for all customer service professionals who would like to improve their communication with their customers– and provide a better level of service.
By the end of the training intervention you will have:
- developed and harmonized core communication skills and behaviors
- considered approaches to communicating in a more customer-orientated manner
- understood the impact of effective communication on CSAT scores
- appreciated and responded to the challenges of how culture impacts communication
WHAT’S COVERED IN THE TRAINING?
- 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
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Jobs at Target Training
We are always looking for qualified, experienced and people-oriented professionals. For that reason, we run an ongoing recruitment process. We accept applications for future positions.
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Target Training GmbH
Kopernikusstrasse 13 - 63071 Offenbach am Main - Tel: +49 69 8484 79 0 - Fax: +49 69 8484 79 21
