Customer Focused Communication

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Customers Forever: Customer Focused Communication

Effective communication with customers is a must for anyone who wants to dramatically improve his or her service relationships with customers and colleagues. This session will help participants eliminate the needless problems which can so easily arise from ineffective communication. This program builds upon the concepts and principles presented in Customers Forever and Customer Focused Leadership.
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Through this ½ day or 1-day workshop, participants will be able to:

Utilize a proven process for dealing with any customer situations including the most difficult and challenging

Develop communication strategies for different moments of truth

Evaluate any given communication situation to determine and apply the best approach both to achieve their objectives and to build respect and credibility

Communicate negative information with positive results

Quickly and easily identify communication barriers and act to remove or at least minimize these barriers

Deal effectively with personality conflicts and disagreements

Clarify customer needs and concerns

Handle complaints in a manner which at the very least satisfies the customer

Convey solutions in a manner which achieves customer buy-in

Interact with customers in a way which focuses on building long-term relationships

Apply effective communication approaches with both customers as well as co-workers with, in person or on the telephone

Develop an Action Plan for implementation after the program

Topics include:

Communication and Moments of Truth

The Customer Focused Communication Process

The TIDE Model

Communication Flow

Diagnosing the Situation

Four Communication Approaches

Asking Questions

Listening

Resolving Conflicts and Dealing with Difficult customers

This highly interactive program includes an effective balance of lecture, individual and group activities and exercises.