Customer-Centric Communication

Problem Solving Conversations With Customers Over The Phone and Face-to-Face

What you’ll learn
Develop communication strategies for different types of customers
Handle difficult conversations
Deal effectively with complaints and disagreements
Interact with customers in a way to build long-term relationships
How to bring bad news or difficult messages

Requirements
Basic knowledge of customer service

Description
Customer centric communication seems so simple but it is not at all.In fact, we have never really learned to communicate and in most cases things go well, but sometimes things go the wrong way. And then we get misunderstandings, frustration, conflicts.This course will bring you concrete tips and tricks to make your communication with customers more effective and efficient. You will learn techniques on how to give constructive feedback, how to deal with criticism or emotions, how to convey a difficult message and how to reach your goal in an assertive way.Following skills will be trained in this interactive workshopThe importance of proper telephone etiquetteMirroring the choice of words: tone, volume, rhythm, silencesBeing alert for the signals at the other end of the lineIdentifying the needs of the callerBeing precise and clear in wordingActive listening and showing empathyBring negative news using the sandwich techniqueRepeat and summarise the messageHow to handle upset of angry customers?Remain calm and friendly, even if the customer is unreasonable or emotionalThis course will provide you with the skills you need to handle phone calls professionally every time. You will also learn strategies for effective listening, questioning, dealing with difficult customers , the power of your voice, giving bad news and how to prepare better for different types of successful customer centric conversations.This training will help youMaximise sales and service opportunitiesCope effectively with all types of customersProject a confident and professional imageDeal with difficult calls and create positive results from complaints

Overview
Section 1: Introduction

Lecture 1 Introduction

Section 2: Talking to customers on the phone

Lecture 2 What customers really want

Lecture 3 The impact of communication

Lecture 4 Use of voice

Lecture 5 The structure of a phone call

Lecture 6 Listening and asking questions

Lecture 7 Bringing a positive message

Lecture 8 Closing the call

Lecture 9 Forwarding a call

Lecture 10 Outgoing telephone calls

Lecture 11 Leaving a voice mail message

Section 3: Handling Difficult Conversations

Lecture 12 A complaint is an opportunity

Lecture 13 Dealing with complaints step by step

Lecture 14 Types of difficult customers

Section 4: Communication Techniques

Lecture 15 Bringing a difficult message

Lecture 16 Dealing with emotions

Lecture 17 Standing your ground

Lecture 18 Assertive Communication

Lecture 19 Conclusion

This course is intended for professionals working in customer care, client services, sales or anyone who is in contact with internal or external clients on a regular basis.