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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