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