Training Course:
Communicating Effectively with Customers/Colleagues

Communicating Effectively with Customers/Colleagues

Duration: 2 days

Who should attend?
This course is intended for delegates who need to develop their ability to communicate effectively with customers and colleagues, both face to face and phone to phone, to achieve an excellent customer experience.

Aims

• To understand how to manage each customer interaction using a conversation framework.
• To understand the power of personal behaviour and how it influences a customer interaction
• To demonstrate techniques for improved listening
• To demonstrate effective rapport building and communication skills.
• To investigate how we can influence buying decisions and choices through language that gives a good feeling
• To build repeat business

Objectives

By the end of the session delegates will have:

• Developed an awareness of the communication skills required for a successful interaction
• Experienced opportunities for practising skills in a safe and confidential environment
• Practised giving feedback to colleagues on their effectiveness in work-related situations

Identified areas of personal development and complete an action plan for further developing these skills in the workplace

What topics will be covered?

• Understanding our customers and selling in a service business
• Building rapport and using the power of communication with customers and colleagues
• Developing a positive first impression
• Questions to use in interactions with customers and colleagues
• How good a listener are you? Developing listening skills
• Skills for influencing the customer
• Closing conversations to enhance repeat business
• Practising the skills for enhancing telephone conversations

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