Guiding Customer Conversations

On any given day, service providers must be prepared to handle a wide range of customer interactions: simple to complex, clear to confusing, informational to emotional. It's the service provider's job to ensure each transaction reaches a purposeful and satisfactory conclusion, and that the customer feels well treated and cared for every step of the way.

Course Benefits:

Program participants will gain:

  • Discover the four common parts of a service conversation and the four expectations customers bring to every interaction
  • Learn to manage any customer interaction with confidence
  • Explore how to use questions to uncover and confirm customer needs and present information in a positive way
  • Learn to guide customer conversations from beginning to end, tie up loose ends

Course Objectives:

Upon completion of the program, you will be able to:

  • Identify four common parts of a service conversation
  • Identify the four expectations customers bring to every interaction
  • Learn to manage any customer interaction with confidence
  • Use questions to uncover and confirm customer needs
  • Present information in a positive way
  • Guide customer conversations from beginning to end, tie up loose ends

Course Content:

  • Guiding customer conversations
  • Shopping around for service
  • Self assessment: laying the groundwork
  • Questioning and confirming
  • Presenting unwelcome information
  • Bringing things to a close
  • The service conversation: a summary

Who Should Attend:

  • All employees, from frontline to the executive level