Overview
Customer Engagement and Soft Skills
Highlights
The Art of Effective Communication
Right Interpretations and Clarity of Thoughts for effective communication
Striking The Right Keys
To Effective Customer Interaction with the right Communication Steps
Phrases to Use and Avoid
Application of the Appropriate Phrases at various Service Levels
Ability To Communicate
With Confidence and Conviction by overcoming Communication Barriers
Focus :
What, When, Why, Whom and How to Say to facilitate Effective Customer Interaction
Methodology
01. Power Point Presentation
02. Exercises - Analysis of Communication
03. Worksheet - Please Come Back
04. Discussion
Overview
Being a Good Listener and responding effectively
Highlights
Realising The Needs To Be
An effective Listener in Customer Care
Focus :
Reasons for the needs to listen to the Customers
Underlying The Many Benefits
of providing positive responses in the Service Environment
Focus :
How to respond positively and specifically to the Customers through effective listening
Contextual of the Phrases
To facilitate situational handling
Focus :
Analysing the positive impact of your responses that influences The Customers perception towards the Organisation
Sins of Customer Service
Bloopers to avoid in Customer Engagement
Focus :
To recognise the importance of being an attentive listener and avoiding selective listening which can be detrimental in the Business Environment.
Methodology
01. Power Point Presentation
02. Video
03. Discussion
04. Game Exercises – The Message
Overview
Customer Engagement and Soft Skills
Highlights
A Telephonic Conversation
Wonders of P Q R Principles
Concept : Don’t tell them, Sell them concept
Focus :
Where the right response provides the opportunity to create a positive Moment of Truth
Positive Telephone Skills
Display of Organisation Image and the Reflection of Competency and Professionalism
Focus :
How to Sound Positive and Taking Responsibilities
Applying Courtesy Techniques and Asking the Right Questions
Methodology
01. Power Point Presentation
02. Video
03. Role Play
04. Discussion
