Customer–Centric Communication

What you'll learn
Develop communication strategies for different types of customers
Handle difficult conversations
Deal effectively with complaints and disagreements
Interact with customers in a way to build long-term relationships
How to bring bad news or difficult messages
Requirements
Basic knowledge of customer service
Description
Customer centric communication seems so simple but it is not at all.In fact, we have never really learned to communicate and in most cases things go well, but sometimes things go the wrong way. And then we get misunderstandings, frustration, conflicts.This course will bring you concrete tips and tricks to make your communication with customers more effective and efficient. You will learn techniques on how to give constructive feedback, how to deal with criticism or emotions, how to convey a difficult message and how to reach your goal in an assertive way.Following skills will be trained in this interactive workshopThe importance of proper telephone etiquetteMirroring the choice of words: tone, volume, rhythm, silencesBeing alert for the signals at the other end of the lineIdentifying the needs of the callerBeing precise and clear in wordingActive listening and showing empathyBring negative news using the sandwich techniqueRepeat and summarise the messageHow to handle upset of angry customers?Remain calm and friendly, even if the customer is unreasonable or emotionalThis course will provide you with the skills you need to handle phone calls professionally every time. You will also learn strategies for effective listening, questioning, dealing with difficult customers , the power of your voice, giving bad news and how to prepare better for different types of successful customer centric conversations.This training will help youMaximise sales and service opportunitiesCope effectively with all types of customersProject a confident and professional imageDeal with difficult calls and create positive results from complaints
Overview
Section 1: Introduction
Lecture 1 Introduction
Section 2: Talking to customers on the phone
Lecture 2 What customers really want
Lecture 3 The impact of communication
Lecture 4 Use of voice
Lecture 5 The structure of a phone call
Lecture 6 Listening and asking questions
Lecture 7 Bringing a positive message
Lecture 8 Closing the call
Lecture 9 Forwarding a call
Lecture 10 Outgoing telephone calls
Lecture 11 Leaving a voice mail message
Section 3: Handling Difficult Conversations
Lecture 12 A complaint is an opportunity
Lecture 13 Dealing with complaints step by step
Lecture 14 Types of difficult customers
Section 4: Communication Techniques
Lecture 15 Bringing a difficult message
Lecture 16 Dealing with emotions
Lecture 17 Standing your ground
Lecture 18 Assertive Communication
Lecture 19 Conclusion
This course is intended for professionals working in customer care, client services, sales or anyone who is in contact with internal or external clients on a regular basis.
Homepage

https://www.udemy.com/course/customer-centric-communication/

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