Customer Contact Courseware
Elevate Your Communication with the Customer Contact Courseware!
About this Course
Ready to create meaningful connections with your customers? The Customer Contact Courseware is designed to help you enhance your communication skills, build rapport, and handle customer interactions with confidence. Learn techniques to engage customers effectively, resolve issues, and provide outstanding service at every touchpoint.
Perfect for customer service professionals, sales teams, and support staff, this courseware will empower you to make every customer contact count. Purchase today and start delivering exceptional customer experiences!
Course Outline
Course Objectives and Structure
Detailed breakdown of workshop goals, such as recognizing customer expectations, building rapport, effective communication, and handling complaints with professionalism.
Emphasis on interactive activities, role-playing, and skill application.
Understanding and Meeting Customer Expectations
Strategies for proactive listening and situational awareness.
Techniques for addressing core expectations like speed, accuracy, empathy, and clarity.
Role-play exercises to reinforce skills.
Building Rapport and Connection
Introduction to the Rapport Triangle (Listening, Empathy, Trust) for fostering meaningful interactions.
Role-play scenarios to practice personalized communication based on customer emotions and personalities.
Effective Phone Communication Techniques
Guidance on tone, clarity, and phrasing to improve customer interactions.
Practical exercises to assess and refine phone communication skills.
Best practices for creating positive and empathetic connections over the phone.
Handling Complaints with Professionalism
Five-step model for complaint resolution, focusing on active listening, empathy, and actionable solutions.
Exercises to practice structured resolution strategies and build confidence in managing challenges.
Non-Verbal Communication in Service
Exploration of key body language cues (posture, gestures, facial expressions, and eye contact).
Tips for aligning non-verbal cues with spoken messages to reinforce trust and professionalism.
Questioning Techniques for Guided Conversations
Overview of open-ended, clarifying, and leading questions to better understand customer needs.
Interactive exercises to practice strategic questioning and improve conversational flow.
Creating a Positive Company Impression
Techniques for consistent professionalism, positive language, and reliability.
Exercises to simulate real-world scenarios and receive feedback on impression-building skills.
Workshop Wrap-Up and Action Planning
Reflective exercises to consolidate learning and identify personal goals.
Development of a practical action plan to implement skills in daily customer interactions.
Open Q&A session to clarify concepts and enhance understanding.
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Payment. Upon receipt of payment download will be made available and sent to your email. Please allow up to 12 hours for security and fraud protection checks to be completed.
Return or refund. As this is a downloadable product and you will have full access on download we do not provide a refund or return once delivered via email. Please contact our customer service for complaints as we will do our best to rectify.