Customer Relations Training

Course ID: 125                         Course Length: 1 day(s)

Overview:

What impression does your organization convey?  Customers form their impression during their very first contact, by phone, e-mail or in person. This impression is lasting, and it can make or break any organization. This lively workshop helps employees improve their customer relations techniques, especially during that all-important first contact. Focus is on effective listening and communication, courtesy, and controlling negative emotional reactions.

Objectives:
At the end of the workshop participants should be able to:

• Understand how misunderstandings arise through
  lack of communication
• Maximize awareness of themselves and others
• Effectively greet and receive internal and external visitors 
• Handle phone calls in a pleasant, courteous manner
• Recognize and solve common interpersonal problems
• Apply appropriate human relations techniques to
  solve problems
• Listen "actively"
• Facilitate better customer-focused communication
• Vary their style of communication to meet the
  customer’s needs
• Improve agency teamwork 
• Sharpen nonverbal communication skills

Topics:

• Common customer communication problems
• Listening skills for no more misunderstanding
• Communication self analysis
• Clarity of expression for focused solutions
• Your image is your agency's image
• Coping with angry feelings - yours and your customers
• Attitudes for improved professional relations
• Non-verbal communication speaks louder than words
• Handling conflict within a team
• Customer-focused telephone and e-mail skills 
• Solving customer relations problems
• Its all about teamwork

Click here to view more courses in this category.