Course Outline
Foundations of Customer Communication
- The critical role of effective communication
-
Applying emotional intelligence to customer relationships
- Core EI principles for engaging with difficult clients
- Practicing active listening and demonstrating empathy
- Using strategic language to shift client attitudes
- Profiling modern customer behaviors and expectations
-
Key drivers behind difficult client behavior:
- Inherent personality traits
- Desire to extract additional value or benefits
- Misunderstanding of commercial terms and conditions
- Inadequate service experiences
- Failures to meet quality benchmarks for products or services
- Personal or financial losses resulting from service inefficiencies
Categories of Conflict in Business Relationships
- Disputes arising from miscommunication
- Errors related to billing or deductions
- Gaps between customer expectations and delivery
Managing Complaints and Claims
- Accurate diagnosis of the core issue
- Defining ownership and responsibility for conflict management
- Methods for addressing objections (e.g., using the "fog bank" approach)
- Scenario analysis: resolving complaints regarding subpar service
Methodologies for Conflict Resolution
- Structured steps for successful resolution
- Listening actively and presenting viable solutions
- Advanced techniques for difficult clients (e.g., the "mirror" technique)
- Converting objections into sales opportunities
- Additional strategic approaches for de-escalation
Wellbeing and Emotional Regulation
- The necessity of self-care when interacting with complex clients
- Strategies for controlling stress and frustration
Customer Satisfaction Metrics and Service Reviews
- The value of satisfaction surveys in service improvement
- Crafting high-impact survey questions
- Gathering and interpreting feedback data
- Leveraging insights to enhance quality and retain clients
Collaborative Practical Applications
- Role-playing exercises for high-pressure customer scenarios
- Group review of real-world complaint cases
- Creating comprehensive follow-up and evaluation plans
Recap and Future Actions
Requirements
- Familiarity with core customer service standards
- Prior experience in roles requiring direct client engagement
- A commitment to refining communication and dispute resolution abilities
Target Audience
- Customer support specialists
- Sales personnel and account managers
- Supervisors and team leaders responsible for client relationship management
Testimonials (3)
I especially appreciated the instructor’s ability to give thorough, well-explained answers to questions specific to my personal situation.
HASAN TAHA URLU - Huber Turkiye
Course - Assertiveness
interaction and discussion with each other in different groups, together with some games.
- Netherlands Business Support Office (NBSO) Indonesia
Course - High-Impact Communication Skills
Training was tailored to my needs
