1. Your role and what it involves- 2. Your communication style
- 3. Your behavioural style and personality type
- 4. Your motivation and motivators
- 5. Your strengths and development areas
- 6. Stepping into the customer's shoes
- 7. Identifying customer communication style
- 8. Identifying customer behavioural style
- 9. Identifying customer personality type
- 10. Identifying customer needs
- 11. Understanding your product and service offer
- 12. Planning and preparing for communication
- 13. Managing objections and indecisive customers
- 14. Communication skills and techniques
- 15. Questioning and listening skills
- 16. Adapting to different customer styles and type
- 17. Developing sales and service opportunities
- 18. Summarising and completing communication
Building powerful and effective customer and people relationships
- By Skills FX
- Published Tuesday 5th 2008
- Training & development articles , Customer service and relationship
- Unrated
The 4 steps for ‘building powerful and effective customer and people relationships’
This is a logical and highly effective structured skills development approach designed to develop the soft skills of ‘people who work with people.’ It is the result of 20 years of people development experience, has taken 18 months plus to develop and includes a flexible programme of 18 training courses to satisfy the requirements of the 4 steps.
