Customer-Centric Communication
About this training
Customer satisfaction is important for the company's image. Satisfied customers are also loyal customers and thus generate more sales. But: how do I turn the customer's wishes into the company's wishes? Do you succeed in making the customer feel satisfied, even if you have not been able to help him? And how do you respond to customers who are upset, complain or become aggressive?
A professional customer focus is a must for any business. This active workshop ensures that even in a challenging market, your clients are satisfied and stay that way. You will immediately start working with concrete situations from your own environment. This way, you immediately put the tips and techniques you have learned into practice in order to actually start working in a customer-focused way.
Program
The following topics are addressed in this course:
- How do I behave towards clients?
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What are the 5 basic elements of a customer-centric attitude
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How to respond to difficult questions?
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What skills do I need to act more customer-oriented?
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How to deal with upset or angry customers?
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Which techniques can I use to lead the conversation?
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How to create a win-win situation in every customer contact?
In this practice-oriented workshop, we start working immediately. Our approach is highly pragmatic and no-nonsense, and uses valuable and ready-to-use insights, techniques and skills.
Target group
The course "Customer-oriented Communication" is aimed at all commercial staff members, executives, sales managers and all employees who need to contact internal and external clients on a day-to-day basis.
Approach
This training uses concrete situations taken from your own environment. Of course, you will also learn from the practical experience of our teaching staff. This will result in a training that is readily implementable inside your organisation.
Trainers
Results
Upon completion of this program, participants will:
- Develop communication strategies for different types of customers
- Handle difficult conversations
- Deal effectively with conflicts and complaints
- Clarify customer needs and concerns
- Convey solutions to achieve customer buy-in
- Interact with customers in a way to build long-term relationships
- Apply effective communication with customers, in person or on the phone
Testimonials
“This training was very hands-on and sprinkled with examples seized from the employees' daily work environment. This makes the training particularly engaging and immediately applicable in practice. For example, the 'sandwich technique' is used daily when a difficult message needs to be delivered. Highly recommended for anyone who has customer-focused conversations!”
Lieve TournéFreshmeals
