COMMUNICATING WITH CUSTOMERS

COMMUNICATING WITH CUSTOMERS

Duration:
1/2 day

Intended for:  The Communicating with Customers training will help develop anyone that comes into contact with customers. Whether that is via the telephone or on a face-to-face basis.

Contents:
Understanding Our Customers – A review of the types of customers we have, why they buy from us and their ‘journey’ with our organisation

Customer Expectations – An exploration of what makes a good customer experience and why

Communication Process – A clear structure for communicating with customers with a self-assessment on how well each participant fulfills this requirement

Gathering Information – A look into the best approach to gain information from a customer including Questioning and Listening skills

Managing Difficult Situations – Looking at methods of turning problems into solutions that benefit the customer

Objectives:
By the end of this training course, participants will be able to:

  • Understand their customers and their needs
  • Follow a clear process for communicating with customers
  • Use Questioning and Listening skills effectively with customers
  • Effectively manage difficult situations with customers