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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
Event

A Cost-Benefit Analysis of Modern Learning Methods

14/06/2019

We're well aware of how learning in organisations is changing with technology based tools - but how easy is it to embrace these opportunities and lead a shift in learning culture? This is the topic for discussion at the HR Heads Breakfast Forum in Bournemouth on 20th June.

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Blog

Future Ready

14/05/2019

Part two of our ‘Shaping the Future’ Learning series – in this blog we look at the future of work, the skills that are needed and how the learning industry is responding.

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Blog

Future Open

24/04/2019

The first of three blog posts on learning under the main theme of ‘Shaping the Future’ from this year’s Learning at Work week. This blog considers how technology has 'opened up' both personal and workplace learning.

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