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Building Customer Relations

Aims

This course is aimed at front-line, customer-facing employees who rely on their communication skills to build rapport with customers, identify and meet their requests and also to influence or persuade. It will enable you to understand communication models and theory. It will help you to turn this learning into immediate and practical applications to help you present your messages more clearly and confidently, enable others to get their message across and influence face to face and telephone based conversations with more rapport and control. You will leave the workshop with your own personal development plan and a toolkit of techniques to turn that plan into action.

 

Objectives

This training programme will enable you to:

  • Understand a range of communications models (as they relate to customer communication)
  • Identify the obstacles to effective communication
  • Recognise the importance of rapport in successfully meeting customer needs and stopping interactions from deteriorating
  • Learn and show effective listening and questioning skills
  • Understand the principles of crucial conversations and maintaining dialogue under pressure
  • Know how to keep challenging customer conversations moving towards resolution
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