Intended for:
These training course materials on communicating with customers highlight the important aspects of our customer relationships and provide your participants with the skills and knowledge to foster positive interactions with every customer they come into contact with.
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.
Training course contents:
Customers are the key element of any thriving organisation and if you don’t keep them satisfied, they will simply go elsewhere for the products and services you provide. It’s a simple fact, but one that is so often overlooked by organisations and the people who work for them.
These customer service training course materials will provide your participants with the skills, knowledge and awareness necessary to display a positive approach when communicating with customers.
Samples of training course materials
Please click on image for larger view…
The main content of the training course materials…
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 fulfils 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, your 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
