Plain Talking - Technically Speaking

Today flatter organizations and leaner staff bring more employees into contact with customers than ever before: on site, at customer locations, in industry events, et al. Talking with customers is not the same as the weekly staff meeting: to assure customer satisfaction requires acting on the customer's mind-set. This is especially true for complex, technical subjects. Participants will learn to translate inside technical reports to outside messages that connect with customers in their terms: cost reduction, continuous improvement, value-added enhancements, process simplification, systems delivery, etc.

Course Benefits:

Program participants will gain:

  • Techniques to reframe supplier advances into customer benefits
  • Skill in boiling messages down to essentials customers want to know
  • Ability to identify open issues and strategies to close them

Course Objectives:

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

  • Phrase customer messages In terms of value
  • Anticipate and act on customer concerns
  • Craft focused customer messages, both written and oral

Course Content:

  • Eschewing obfuscation-speaking clearly
  • Using illustrations to clarify
  • Tips and techniques for effective visual support
  • Identifying open-issues and stating them
  • Win-win strategies for closing on open issues
  • Front loading the customer communication
  • Follow-up techniques to facilitate desired action

Who Should Attend:

  • Sales and marketing staff
  • Middle management
  • Technical staff with customer contact