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7. Identifying customer communication style
Course 7. Identifying customer communication style.
Identifying customer communication style early in a conversation helps to build strong customer understanding and rapport. It enables effective communication to occur and helps identify the areas where communication flexibility and adaptability are needed.
Identifying customer communication style
- By Skills FX
- Published Tuesday 1st 2008
- 7. Identifying customer communication style
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A customer service and relationship skills training course
During this course a review of the principles of effective communication and the reasons why people communicate occurs. The 5 main channels of communication are explored, how to identify customer communication style is discussed and detailed examples of the words used by each customer communication style are detailed. What is important to each communication style is identified and the consequences and impact of matching and mis-matching style are explained and demonstrated. The ©LENSE model for identifying customer communication style is introduced, best practice for each stage is discussed and delegates practice identifying communication style. This exercise is fully debriefed.
The course finishes with delegates reviewing their learning, creating an individual personal development plan and taking a learning evaluation assessment.
