At this training you will learn, dentify one’s own personality style and the personality styles of customers; Apply personality knowledge to communicate more effectively with customers; Have influence in the organization by documenting customer concerns; Make better choices to improve attitude; Develop a personalized strategy for improving listening skills; Choose vocabulary that is calming and persuasive; Refer to a recovery system for turning angry customers into happy repeat customers; Practice a three step system for maintaining professionalism and composure when dealing with irate customers.
- Managing expectations and emotions
- What customers really want
- Leveraging relationships
- Attracting people with gratitude
- Simple systems that create customer care
- Creating a repeatable process
- Establish credibility, reliability and responsiveness in dealing with customer issues
- Solving problems before the customer knows they have them
- How to make sure your behavior does not betray your skill
- Maintaining long-term customer relationships
- Staying persistent with clearly defined outcomes