Customer-Centric Communication

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