Improving Our Customer Relationships
Session Length: 4 Hours hours | Target: All Customer Contact Employees | Prerequisites: None
This is a terrific refresher course of customer contact staff at all levels. Topics include:
- Perception is Reality: A Case Study in Professionalism
- The “Elements of Communication”
- Tragic and Triumphant Words and Phrases
- The Magic “Two-Five” – the 25 seconds to connect with each caller or guest
- Getting Hooked or Unhooked
- Triangulation Technique to Avoid getting Hooked
- Mirroring our Customers
- The Future Costs of getting Hooked
- Negotiating the Double Win
- Six Steps to Resolving Resistance
- Scenario Solving Role Plays
Latest Leadership Posts
Counterintuitive Life-Changing Principles, Part 3 Continue Reading
When Salespeople Annoy Everyone Continue Reading
Counterintuitive Life-Changing Principles, Part 2 Continue Reading
Counterintuitive Life-Changing Principles, Part 1 Continue Reading
A Most Likeable New Year’s Resolution Continue Reading
Career Strategies When You Hit Forty-Plus Continue Reading