Connecting With Customers™

 

GOAL:

Each participant will have an opportunity for personal growth and development and will choose to take an honest inventory of self and communication skills while relating this to the delivery of effective customer service.

 

OBJECTIVES:

To identify “bad habits” and develop strategies for breaking them

To demonstrate how ancient wisdom and enhances communication and decreases stress

To identify and demonstrate qualities of conscious, effective communicators

To create strategies for preventing communication breakdown

To practice effective listening techniques

To enhance internal and external customer service

To experience techniques for being assertive and for dealing with hostile/angry customers and coworkers.

To develop a personal action plan

To demonstrate skills for dealing with complaints and problems

TO TALK ABOUT TALKING

 

OUTLINE:

 I.     Introduction

A.  Personal Goal Setting

B.  Personal Assessment

C.  Breaking Bad Habits

D.  Applying Service Wisdom

E.  BE HERE NOW

F.  Communicate: Don’t Just Take Turns Talking.

II.    The Fundamentals of Conscious Communication

A.  Qualities of Conscious Communicators

B.  Communicating with Impact

C.  Self-management

D.  Attitude

E.  The Model for Mindful, Effective Communication

F.  The Importance of Non-verbal Language

G.  Little Words that Make a BIG Difference

III.  Effective Questioning Techniques

IV.   The Art of Listening

A.  S.T.A.R. POWER™

B.  Reflective Listening

V.    Providing Superior Service

A.  The Importance of Internal Customers

B.  Levels of Service

C.  BFD (Better, Faster, Different)

D.  Making “Magic Moments”

E.  The Model for Superior Customer Service

VII.  Success Strategies

A.  Dealing with Difficult People

B.  “Step-Back” and Stay Calm

C.  Assertively Speaking…E.D.A.

VIII. Action Planning for Success