Your Situation
Project Leaders, On-site Engineers, Quality Managers, R&D Engineers, Controllers and anyone who has to deal with challenging customers on a day to day basis.
Your Benefit
On completion of this training course, delegates will have learned how to: - Communicate effectively with customers in a face-to-face situation, over telephone or via email - Sell ideas successfully to other people in their terms rather than his/her own - Show a entrepreneurial and customer-oriented attitude - Take control of challenging customer situations - Achieve his/her own objectives without losing the customer
Contents
- Establish personal objectives for the course
- The power of “soft” skills in “hard” business
- Basic principles of an effective conversation with a customer
- Interact with customers with different communication styles and learn how to give feedback in a positive way
- “Business Knigge” summary of dos and don'ts when dealing with customers
- Power talking technique
- Recognise the use of effective questioning and of active listening techniques
- Customer care over telephone and via email
- Produce clear reports, memos, papers, etc. with the pyramid principle
- Telephone practise and feedback
- Handle objections and conflicts in a professional manner
- Completion of a personal action plan