Enhancing Communications with Customers

Description:

Customers don't care how much you know until they know how much you care! The reason there is no traffic jam on the extra mile is because most associates misunderstand the most powerful and frequently glossed over secrets to highly effective communication. Building on proven strategies and best practices, this intensive communications course uses real work scenarios and case studies to illustrate the impact that listening, body language, tone and words have on customers. Interactive exercises and role playing techniques are used to bring critical insights to the forefront and discover positive alternatives that dramatically improve communications.

Program Overview

This learning lab explores the value of difficult customers and the process for determining and meeting their needs. Using a simple yet powerful framework to address communication realities and causes for communication breakdown, the participants increase their understanding and use of active listening skills, tone modification, word choice and ability to alter their communication style to meet the customers.

Key Associate Learning:

• Immediately assess the point of communication breakdown



• Learn easy approach to understanding customer's unmet need



• Identify common tones, words and body language cues that impede positive communication



• Develop skills to modify communication style to meet customer's style



• Capitalize on best practices for acing the quality assurance evaluation



• Minimize or eliminate common communication mistakes that impede customer satisfaction

Participant Manual:

The participant's manual is a step-by-step guide for the learners. The manual includes exercises, reference material, self-tests, practice exercises, case studies and action plans.

Post Session Communications Practice Card:

The Post Session SOS Practice Card is a pocket-sized tool designed to serve as a daily reminder of the customer service practices generated through this interactive learning lab. Each participant receives a card for the learning reinforcement.

Training Format:

Training may be delivered in a one day program.

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