Effective Communication With Customers

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