What you'll learn
Appropriate communication techniques for interaction with customers
Understand and master yourself for optimal customer interaction
Understand what assertiveness really is
Deal effectively with dissatisfied customers
Make anger your ally
Make social style skills your ally
Analyse and learn from past situations
Requirements
A reasonable grasp of english and a desperate desire to be highly effective in dealing with people
Description
The purpose of this course is for you to be capable of promoting, evaluating and maintaining high levels of customer satisfaction in order to make the most of sales and service opportunities.Understanding yourself is a prerequisite to understanding customers, and only then can you achieve high levels of customer satisfaction.We are all the same, yet unique in our own ways. Understanding yourself is a prerequisite to understanding customers, and only then can we begin to promote and maintain high levels of customer satisfaction. The more sides to a situation we can see, the more objective we are able to be. The way customers choose to behave is their responsibility, our response to various situations is our responsibility. While there are many communication techniques, communication in essence takes place in thefollowing ways:· 50% body language· 43% tone of voice· 7% actual wordsSection one addresses how you should interact with customers and offer quality service, thus benefitting the customer as well as your company.Section two deals with the understanding and skills required to handle customer complaints and queries, in a way which would maintain good relations with customers, and hence your company. It also evaluates what has been done so as to offer a better way forward.
Overview
Section 1: Understand and apply appropriate communication techniques when interacting with
Lecture 1 Attitude as a communication technique
Lecture 2 Self-mastery as a communication technique
Lecture 3 Assertiveness as a communication technique
Lecture 4 Social styles as a communication technique
Lecture 5 Summary of section 1
Section 2: Deal optimally with dissatisfied customers and build customer relationships
Lecture 6 Assertive anger to relate to customers optimally
Lecture 7 Verbal skills to relate to customers optimally
Lecture 8 Individual complaints are analysed and win-win solutions are presented
Service and sales people who want to more effective interpersonally


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