Guiding Customer Conversations to Drive Business Results
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Guiding Customer Conversations to Drive Business Results

In the quest to develop your organization's culture, don't leave out customer conversation. It should be a top priority.
0.0 (0 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
0 students enrolled
Last updated 3/2019
English
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Current price: $51.99 Original price: $74.99 Discount: 31% off
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This course includes
  • 1 hour on-demand video
  • 7 downloadable resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What you'll learn
  • Students will learn that along with Customer Service in their organization, the conversation we have with customers is equally important.
Requirements
  • None
Description

The foundation of any organization who deals with a customer is Customer Service.  If you don't have stellar customer service, you may not have customers in your future.  This leadership skill is great for teaching employees and retaining GOOD employees. 

Guiding a conversation with a customer is important to keep control of that conversation for an excellent outcome. Learning the skills to guide that customer conversation is necessary for successful customer service delivery.

Think About:

1) Why is it important for an organization to guide any conversation with a customer?

2) Why is it an important skill for anyone to learn how to guide a customer conversation?

3) Why do conversations go wrong with customers?

4) Why do people not enjoy conversations with customers?

5) Why must conversations with customers stay under control?

Learning Objectives:

1) Describe the parts of a customer conversation

2) Show how to gain customer confidence and cooperation from the start

3) How to gently refocus discussions when they get off track

4) How to most effectively open the conversation on a positive note

5) How to most effectively close the conversation on a positive note leaving the customer feeling good about the organization.

6) The nuts and bolts of the middle of the conversation, including staying on a positive note and gaining customer understanding

7) How to present unwelcome information

#customerconversations #employeeengagement #drivingsales #culturedevelopment #businessculture #employeeretention

Who this course is for:
  • Any business owner, anyone working in a business or working for a business
Course content
Expand all 7 lectures 50:20
+ Welcome Introduction to Guiding Customer Conversations
1 lecture 04:48

I personally want to thank you for being here with me and my best friend in business...John Hatfield.

We created this class to help organizations understand the importance of Customer Conversations. We want to thank you from the bottom of our hearts for being here and being with us.

All of our resources and videos are downloadable for you to share with your teams and use for team building and building of your organization's culture.

You have taken the first steps to changing the culture within your organization around Customer Service and Conversations and we are very proud of you.

This is not an easy task you are about to take on, but that is why we are
here to help you step-by-step of the way.

Customer Service in your organization can make or break the organization. Not conversing with customers the right way can also be detrimental to your organization!

Here are our Learning Objectives:

1) Describe the parts of a customer conversation

2) Show how to gain customer confidence and cooperation from the start

3) How to gently refocus discussions when they get off track

4) How to most effectively open the conversation on a positive note

5) How to most effectively close the conversation on a positive note leaving the customer feeling good about the organization.

6) The nuts and bolts of the middle of the conversation, including staying on a positive note and gaining customer understanding

7) How to present unwelcome information

Preview 04:48
+ Inside the Course
6 lectures 45:32

It is amazing to us how there are no filters in what is said out of people's mouths now-a-days.  Watching social media, watching interactions in public, and watching how people act in a social setting clearly shows the decline of filters in communication. 

In this video, you will start to understand the impact of our words in communication and see how when someone has to guess your words, assumptions happen (that really shouldn't). 

Preview 12:19

In transformation point #1, we will learn together the key 5 steps of a conversation.  The main point we want to nail home with everyone is:

LISTENING IS THE KEY!  

If we do not listen to our customers or even in a personal setting, if we don't listen to those talking to us, the perception is we don't care.  People will assume that we are disinterested and we have better things to do. 

Cell phone devices contribute to a large problem in communication.  With people more and more looking at their phones, we see a huge decline in communication, listening, and attentiveness. 

Transformation Point #1
04:28

In transformation point #2, we start off with opening a customer conversation and how that 1st impression is EVERYTHING!

Trust is the key here to start off a conversation.  If a customer trusts you are there to do the right thing, the conversation will be easier for all parties, tensions will be subsided, and the conversation will be pleasant. 

Customers sometimes come in "HOT" into a conversation because they have come into contact with others not poised to handle a customer service situation properly.  Don't be "that" guy or gal. 

Transformation Point #2
07:29

In transformation point #3, we transition to the MIDDLE of the conversation with the meat and potatoes of what is being said.

Keep full focus on LISTENING here still...listening will not go away in importance during the communication. 

We go through a lot of information in this video and on the slides we included here.  We feel that this will best help with a checklist on making sure the conversation runs smoothly. 

Each aspect of the middle of the conversation may not be the same every single time.  You may not use each aspect every call or face-to-face interaction, but is a great guide to help build that TRUST that is needed for the customer to believe you truly care about that.  Building your brand, changing the perception of your organization, and building your culture.

Transformation Point #3
12:00

In transformation point #4, we dive into closing the conversation.  This is where we make sure the customer is finally happy with the outcome and so are we!  Remember, both parties should feel good about the end outcome. 

You will not hear us say it enough that listening is still #1 through all of these steps. 

Transformation Point #4
05:37

We want to personally thank you for taking the time to go through this class. If you didn't learn anything new, at least we hope this was a mindset reminder and refresher for your outlook in the short time frame until it is put to the back of your mind.

If you feel it is a good tool for all of your teammates, we are even more excited!

We hope you follow us on Facebook and on our website. We have other courses to offer like this on your journey to building your solid organizational culture!

Best of luck to you - Angelique & John

Closing Thoughts
03:39