Communicating With Confidence
Communicating With Confidence is a program designed to help people in client-facing roles develop stronger communication skills. Here are some questions to ask yourself as a business leader to see if this program is right for someone in your company ...
- Is every "non-sales" call handled by the people in my company enriching the relationships we have with our customers ... or is the exact opposite happening?
- When customers or prospects hang up the phone after speaking with our client services rep., customer support rep. or help desk rep. - do they leave thinking - "Wow, I am really working with the right company. I'm sure glad I'm their customer!" - Or are they saying something dramatically less positive?
- Is every person in a client-facing role in my company able to build rapport with our customers sufficiently that the experience they have with these staff members differentiates us from our competition?
- Are the people who communicate with our customers able to successfully diffuse problem situations - do they understand how to effectively deal with "difficult" people?
Now, many of the same communication tools used by our clients' sales teams to differentiate their company from the competition can be developed in other areas of the company too.
Here's A Snapshot of the Program ...
- Workshop topics:
- Building Rapport with Clients
- Controlling the Communication Process
- Getting to the Real Issue
- Solution & Follow-Up Approaches
- Transactional Analysis Model
- Listening & Questioning Skills
- Telephone Communication Tips
- Voicemail & E-mail Skills
- Understanding Yourself & Others
- Expanding Your Comfort Zone
- Dealing with Challenging People
Sessions are held twice monthly in this year-long program. These twelve workshops are repeated every six months for added reinforcement over 12-month period.