AuthenticDialogue.com
How to have effective customer conversations
The art of customer collaboration
[1 or 1½ days]

There's a compelling need to develop excellent customer service that will differentiate one organization from another. This one-day program will provide you with the essential skills for building collaborative internal and external client relationships. A key to ensuring your success in the workplace is your ability to develop superior customer service skills and excellent relationships. A client care model will serve as a guide when you need to have those necessary and crucial conversations with your clients. Skills rehearsals will build your confidence and enhance your ability to handle all types of customers appropriately, including challenging customers.

Aim
At the end of this workshop you will be able to:
· Develop excellent customer service that will help differentiate your organization

Results you can expect
· Develop superior customer service skills and collaborative internal relationships
· Get better results using effective customer conversations
· Apply effective responses to customer problems / issues / dissatisfaction
· Have the confidence to balance the power dynamics in tough conversations
· Gain confidence by doing relevant skills rehearsals

Key focus areas
· Apply universal customer expectations to your situation
· Understand industry best practices and how to use moments of truth
· Gain insight into how well you meet your client’s expectations
· Recognize your own and your client's communication styles
· Recognize your own and your client's conflict styles
· Gain insight into your own default approach to conflict
· Use a client care model to assist you with those crucial conversations
· Apply the model to email, telephone and one-on-one interactions
· Use a collaborative tool to resolve challenging customer complaints

Best audience
Anyone who has an internal or external customer

Time commitment
One day

CustomerConversations.org

BarOn Emotional Intelligence Quotient Inventory - EQ-i™
Complete a BarOn Emotional Intelligence Quotient Report online prior to attending this program [preferred]. The BarOn EQ-i™ has been tested on over 110,000 individuals worldwide and is the first scientifically developed and validated measure of emotional intelligence. Emotional intelligence reflects one's ability to deal with daily environment challenges and helps predict one's success in life, including professional and personal pursuits.