Management >> Public Relations Customer Services Hospitality

Effective Communication With Customers

MR133

Location

Duration

Date

Fee inclusive of VAT

Course Overview

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

Course Objective

  • Understandtheir 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

Who Should Attend?

This business-orientated course is helpful to those providing or selling a service to others, as well as people responsible for managing communication across teams and the organisation.

Course Outline

  • Identifying customer needs
  • What do customers want?
  • How do customers measure satisfaction?
  • Listening with empathy
  • Gathering the facts
  • Questioning techniques
  • Recording the information
  • Being assertive
  • Managing customers’ expectations
  • When it will take longer than they think
  • When they can’t have what they want
  • Ending the conversation
  • Leaving the customer with a good impression
  • Making sure everyone knows what happens next
  • Follow-up communication

Training Methodology

  • Presentation & Slides
  • Audio Visual Aids
  • Interactive Discussion
  • Participatory Exercise
  • Action Learning
  • Class Activities
  • Case Studies
  • Workshops
  • Simulation

Terms & Conditions

ACTrain reserves the right to alter the Course Schedule without Prior Notification, Fees Quoted are Subject to Terms & Conditions Outlined in ACTrain's Registration Policy

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