Course Details
Communicating with Your Customers
18 Jun 2013
Professional Development
Customer Service
EMA Learning
EMA - Auckland
EMA
159 Khyber Pass Road,
1023 Grafton,
Auckland
Full Day
$500.00
Member (Standard) $350.00 + GST - Member (Early Bird) $300.00 + GST
Member (Standard) $350.00 + GST - Member (Early Bird) $300.00 + GST
The way you interact with others can be the key to your workplace success. Whether communicating under pressure, managing challenging relationships or looking to build lasting rapport, your communication style can make or break the relationship you have with your customers. This workshop teaches you how to capitalise on your existing skills, fine-tune your approach and build a strategy for communication with real impact.
What you will be able to do
•Understand your natural communication style and the impact it has on customers
•Find out what your customer really wants by asking the right questions
•Interact more effectively with external/internal customers
•Manage challenging situations
•Problem solve on your feet
•Use active listening skills to understand customers expectations
•Communicate with confidence
What we will cover
•Complete the TetraMap© questionnaire
•Importance of verbal language
•Fine tuning your current skills
•Questioning techniques
•Active listening skills
•Managing customer conflicts
•How to deliver a difficult message
What you will be able to do
•Understand your natural communication style and the impact it has on customers
•Find out what your customer really wants by asking the right questions
•Interact more effectively with external/internal customers
•Manage challenging situations
•Problem solve on your feet
•Use active listening skills to understand customers expectations
•Communicate with confidence
What we will cover
•Complete the TetraMap© questionnaire
•Importance of verbal language
•Fine tuning your current skills
•Questioning techniques
•Active listening skills
•Managing customer conflicts
•How to deliver a difficult message
An EMA Learning Tutor