Communicating with customers
Contents: customers are people who like solutions but dislike issues and problems. Communicate with customers in such a way that problems and challenges are recognized and dealt with according to expectations (and preferably “above expectations”). Keeping that thought in mind, our customer-oriented programmes have been/are developed. The basis for this training is not always the old expression “the customer is always right…”. No..., ”The customer is right because he is our customer!" Why not use this premise for a change? How do we ensure that our staff seize the moments they communicate with customers to become ambassadors for our product, our service, our name and our organization?
Objective: optimizing and professionalizing the interaction between suppliers and customers.
Target audience: all staff members who are directly (help-, service desk- and/ or call centre staff, front office, field work, sales- en account- management, etc.) but also indirectly (inside staff, back office staff, product development etc.) involved in internal and external prospects and prospects as well as customers who value a transparent and efficient way of communication with customers.
Issues: no two customers are equal, communication in a consultative way, Saying no becomes saying yes, non-verbal communication, asking questions, the question behind the question, summarizing, handling feedback, customer orientation versus customer satisfaction.