Customer-Focused Communication

Almost nine in ten people would happily pay more for a better customer experience. If you can adjust your communication, you will understand what a customer really wants. A crucial skill because constructive customer communication contributes to long-lasting customer relationships.

Recognise these situations?

• Your customer follows your story completely but pulls out at the very end.
• You notice that a customer holds on to their own point of view and keeps repeating it.
• Your customer has a counter-argument for all your propositions, which results in a kind of ‘ping-pong conversation’.
• The conversation is hard going and the customer occasionally raises their voice.
• Your customer is not happy with your suggestions.

Then you probably want to achieve this

You are on the same wavelength as your customer and steer the conversation towards a constructive solution. You are always able to put unpleasant reactions into perspective and you know how to deal with loud customers. You are not threatened by negative feedback; instead, you see it as an opportunity to improve your customer communication. Finally, you know how to create an impact on your customers.

In this course you will learn …

• the differences and similarities between internal and external customers
• why you label certain customers as ‘difficult’
• the difference between customer focus and customer friendliness
• to change resistance into an efficient collaboration
• to listen to the priorities of a customer, including what is said between the lines
• to take away your customer’s irritations
• to align with the vision and interpretation of your customer
• how constructive customer communication contributes to a lasting relationship