Course Description
This program provides service providers with skills for conducting conversations that effectively attend to customers’ human and business needs. Participants will complete a variety of individual and group activities, partner discussions, and skills practices, video segments, and large-group discussions that explore the following topics:
•            Four parts of a customer conversation
•            Techniques for opening a customer conversation
•            Listening and asking techniques
•            Confirming their understanding
•            Gently refocusing
•            Effectively providing information
•            Presenting unwelcome information
•            Offering advice and recommendations
•            Techniques for closing a customer conversation
•            Skills practice
•            Action planning

Course Outline
1. Barriers to effective conversations.

2. Techniques for effectively learning what customers need.

3. Presenting information that has a positive focus and helps customers make decisions.

4. Closing a customer conversation in a way that maintains customer confidence.

5. Techniques to smoothly guide a customer conversation from beginning to end.

Customization
Outlines for each program can be tailored to suit your specific training needs.

Suggested Length
8 hours

Delivery Options
We will deliver training to suit your schedule.
All programs can be conducted in increments as little as two hours a session or as long as six hours a session.

Cost
$100 per instructor hour plus a one-time $100 administrative fee per program.
Participant materials are extra.