Customer-Centric Communication

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Expert Academy

1:00:45

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1 - Introduction

1 - Introduction.mp4

01:40

2 - Talking to customers on the phone

2 - What customers really want.mp4

05:02

3 - The impact of communication.html

4 - Use of voice.mp4

05:40

5 - The structure of a phone call.mp4

03:30

6 - Listening and asking questions.mp4

04:58

7 - Bringing a positive message.mp4

07:40

8 - Closing the call.html

9 - Forwarding a call.html

10 - Outgoing telephone calls.html

11 - Leaving a voice mail message.html

3 - Handling Difficult Conversations

12 - A complaint is an opportunity.mp4

06:38

13 - Dealing with complaints step by step.mp4

08:01

14 - Types of difficult customers.html

4 - Communication Techniques

15 - Bringing a difficult message.mp4

02:00

16 - Dealing with emotions.mp4

06:59

17 - Standing your ground.mp4

02:20

18 - Assertive Communication.mp4

05:29

19 - Conclusion.mp4

00:48

Description

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

Who is this for?

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.

What You Need to Know?

Basic knowledge of customer service

More details

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 workshop
The importance of proper telephone etiquette
Mirroring the choice of words: tone, volume, rhythm, silences
Being alert for the signals at the other end of the line
Identifying the needs of the caller
Being precise and clear in wording
Active listening and showing empathy
Bring negative news using the sandwich technique
Repeat and summarise the message
How to handle upset of angry customers?
Remain calm and friendly, even if the customer is unreasonable or emotional

This 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 you

Maximise sales and service opportunities
Cope effectively with all types of customers
Project a confident and professional image
Deal with difficult calls and create positive results from complaints
Who this course is for:
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.

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We believe that through training and coaching, anyone can be an expert in their profession or field. Our trainers are dedicated experts who share their passion and experience allowing others to grow professionally, obtain better results and successfully reach their goals. Developing your talent is our passion. The 3 unique assets of Expert Academy 1. Proven expertise Our trainers are all experts in their field. Many work as senior advisers and consultants. They are experienced and passionate communication professionals, media specialists and management consultants who want their share their knowledge and experience with others. Our trainers and coaches also continually invest in their own development so they can apply the latest methodology and techniques in their training programs. We are experts in the field of presentation techniques and more specifically the professional use of PowerPoint. Our trainers are professional presenters and keynote speakers, who just love being on stage but what they probably love most is helping you succeed in your next presentation. 2. Focused and powerful training Time is precious, especially in the business world. Therefore our training programs are concise and powerful, so your busy agenda is not compromised. Expert Academy offers full day training, but you can also opt for a half day personal coaching at the time that suits you best. Our trainers gladly accommodate to your schedule. 3. Practice The main benefit of our training method is its use of real-life situations and exercise. This approach provides the student with a practical learning experience than can immediately be applied to real life situations. Companies we have worked for: DHL, Toyota, SONY, British American Tobacco, Opel, Procter&Gamble, Umicore, McBride, PriceWaterhouseCoopers, Braun, Masterfood, Straumann, Philip Morris, BMW, Coca Cola, Brussels Airlines, Nintendo, American Express, BMS, Merck Group Testimonials: "My goal was to overcome my fear of public speaking and to learn techniques to speak with more confidence. This was one of the best trainings I have recently followed. " (Staff Responsible Benelux Economic Union) ,, I wanted to get more confident during my presentations, and my expectations after the training were perfectly redeemed. I learned how to build eye contact with the audience and also how to give my presentations more impact. ' (CEO Master Tours)

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