Further Details
Course Elements
· Understanding effective communication
· Understanding the concept of ‘ownership’ – the importance of mindset
· Why the initial contact is so crucial
· Gaining trust, and making the customer feel valued
· The importance of listening
· Message taking – consistency and reliability
· Understanding customer types – assessing their varying requirements
· Why do customers complain?
· Dealing with difficult customers – how important it is to control emotions
· Questioning techniques – getting to the root of the problem
· Delivering clear explanations
· Responding positively to problems – turning negatives into positives and gaining the customer’s support
· How to say no where necessary, without antagonising the customer
· Practical exercises and analysis throughout the day, with particular emphasis on role-plays in the second half of the workshop
Guide price
£1,425.00 for up to 6 delegates (includes all pre-course consultancy) |
