Customer Relationships: Essentials of Customer Service - 1 Day
Relationships
with customers are vital to an organization’s success. Because
each person relates to others in unique ways,
an understanding of customer behavior makes it possible to base relationships
on strengths, and avoid conflicts. In this class, you will use a
self-assessment instrument to determine your behavior characteristics.
From there, you can build strategies for forming effective relationships
while minimizing tension and conflict. Participants will:
- Explore the role that communication plays in delivering
effective customer service
- Assess the impact of temperament type in dealing with customers
- Develop a profile of customers’ characteristics, values, and motivations
- Analyze sources of communication problems between different types of customers
- Master the art of effective listening
- Explore strategies for approaching each customer style and create a strategy
for handling difficult customers
- Learn to redirect criticism into healthy confrontation using assertive
language.
