Improving Our Customer Relationships

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

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