Effective Communication will influence customers when making a decision. Our goal today is to help you understand the impact of different communication techniques, the effect they have on other people, and how improving the way you communicate can make a huge difference in the workplace and at home. As Gandhi once said, "A customer is the most important visitor on our premises and he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so."
During this workshop we look at the all different types of customer service. It is a misunderstanding that only employees which have direct involvement with customers need these skills, such as a receptionist or a telesales marketer. Perhaps you are company owner, in which case you would be serving customers and your staff.
Objectives:
- Understand what communication is
- Understand the different ways of communication takes place
- Overcome communication blockages
- Make the most of non-verbal and paraverbal communication
- Listen actively and effectively
- How your attitude affects customers
- How to identify and address the needs of your customers
- How using excellent customer service can generate return business
- How to build good will
- How to provide customer service over the phone
- How online tools can aid customer service
- How to deal with difficult customers
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