Communicating with Customers Your Name

Objectives At the end of this session you will be able to: Understand your customers and their needs Follow a clear process for communicating with customers Use Questioning and Listening skills effectively with customers Effectively manage difficult situations with customers

Communication Process Open & Initiate Gather Information Solutions & Options Confirm & Close

Gathering Information Confirming Questioning Listening & Encouraging

Hypothetical Questions Questioning Open Questions Reflective Questions Hypothetical Questions Probing Questions Direct Questions Closed Questions Unclear information Facts Clear information

“A customer who has had a problem resolved well, is more loyal than one who has had no problem at all.”

Turn Problems to Solutions 1 Label the Problem 2 Question & Clarify 3 Identify the Opportunity 4 Check Feasibility & Manage Expectations

Key Rules… Never Always Get upset or offended by a customer Be deliberately difficult with a customer Argue to ‘win’ with a customer Always Use a customer’s name Stay calm and polite and be professional Ignore rudeness and appreciate that it is the issue rather than you

Objectives At the end of this session you will be able to: Understand your customers and their needs Follow a clear process for communicating with customers Use Questioning and Listening skills effectively with customers Effectively manage difficult situations with customers