Customer-Centric Communication

Customer-Centric Communication, available at $54.99, with 19 lectures.

You will learn about 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 This course is ideal for individuals who are 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. It is particularly useful for 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.

Enroll now: Customer-Centric Communication

Summary

Title: Customer-Centric Communication

Price: $54.99

Number of Lectures: 19

Number of Published Lectures: 19

Number of Curriculum Items: 19

Number of Published Curriculum Objects: 19

Original Price: $149.99

Quality Status: approved

Status: Live

What You Will 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

Who Should Attend

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.

Target Audiences

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.

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 workshop
The importance of proper telephone etiquette
Mirroring the choice of words: tone, volume, rhythm, silences
Being alert for the signals at the other end of the line
Identifying the needs of the caller
Being precise and clear in wording
Active listening and showing empathy
Bring negative news using the sandwich technique
Repeat and summarise the message
How to handle upset of angry customers?
Remain calm and friendly, even if the customer is unreasonable or emotional

This 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 you

Maximise sales and service opportunities
Cope effectively with all types of customers
Project a confident and professional image
Deal with difficult calls and create positive results from complaints

Course Curriculum

Chapter 1: Introduction

Lecture 1: Introduction

Chapter 2: Talking to customers on the phone

Lecture 1: What customers really want

Lecture 2: The impact of communication

Lecture 3: Use of voice

Lecture 4: The structure of a phone call

Lecture 5: Listening and asking questions

Lecture 6: Bringing a positive message

Lecture 7: Closing the call

Lecture 8: Forwarding a call

Lecture 9: Outgoing telephone calls

Lecture 10: Leaving a voice mail message

Chapter 3: Handling Difficult Conversations

Lecture 1: A complaint is an opportunity

Lecture 2: Dealing with complaints step by step

Lecture 3: Types of difficult customers

Chapter 4: Communication Techniques

Lecture 1: Bringing a difficult message

Lecture 2: Dealing with emotions

Lecture 3: Standing your ground

Lecture 4: Assertive Communication

Lecture 5: Conclusion

Instructors

Expert Academy
Practical Training by Experienced Experts

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Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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