Program Overview:
Communication is the single most important skill anyone needs to master – it has actually been stated that 80% of our success in life is directly linked to our skills in communication. According to research, the development of a greater understanding and application of communication at all levels has a direct correlation with the standard of customer service and levels of performance achieved by the organization. Effective communication creates customer loyalty and can drive a business forward, whilst substandard communication can seriously alienate customers and market standing.
The intensive workshop addresses all aspects of communication with internal and external customer and will equip participants with a versatile toolkit to apply in every customer interaction.
Key Benefits:
Through a blend of discussions, activities, role plays, video reviews and case studies, participants will:
– Recognise the principles of persuasion in customer communication
– Understand the importance of effective communication at every customer touch point
– Identify and be able to increase empathy in customer interaction
– Recognise and be able to eliminate the barriers to customer communication
– Be able to make a strong first impression in every communication type
– Be aware of body language and voice usage in customer service
– Appreciate the Power of Language and Plain English for impactful customer interaction
– Apply useful models for dealing with complaints and dissatisfied customers
– Develop the ability to deal effectively with conflict and difficult situations
– Appreciate the protocols and expectations of communication by social media
– Generate a bank of useful words and phrases for customer communication
Course Facilitator: Catherine Bentley
Course Agenda:
- Introduction – Building a Foundation
- Forms of Communication
- Handling Dissatisfied Customers
- Managing Social Media
- Customer Feedback for Business Growth
- Summary
Who Should Attend?
Professionals who work with internal and external customers and wish to improve their skills to deliver an enhanced customer experience and increase customer loyalty.