Maximum Performance Training Workshops
Customer Flexibility
Building Rapport with Customers
Have you ever wondered what makes people "tick?" Why customers do the things they do? And why you, yourself, act and react the way you do?
Each person is a unique individual! Each of us, our customers included want to be treated as individuals. The ability to interact effectively with people may be difference between success or failure in our work and personal life.
This interactive workshop is designed to allow employees having ANY contact with customers to learn more about themselves and learn how certain customers will react to their natural communications style.
Participants will be able to recognize different customer styles and adjust their approach accordingly. This increased knowledge will assist a person to deal more confidently with the customer, especially in undesirable situations with difficult people.
Who should attend?
- Salespeople, customer service representatives, sales service
- Telephone salespeople, office staff, receptionists
- Retail sales people, delivery/service personnel
- Customer service managers, sales managers and general mangers
- Any and all employees who have contact with customers!
What you'll learn
- Your own behavioral style
- How to recognize the behavioral style of customers
- How to adapt and blend your style to build rapport
- Improved and more effective communication with customers
- The ability to evaluate the way customers respond to you and how you respond to them
- How to apply the Platinum Rule
- Situational strategies for improving customer satisfaction
- An action plan on how to service all types of customers
- And much more...
Each participant receives a personalized eight page report based on their responses to the Style Analysis Instrument. This report provides the individual with an understanding of their customer service style and how they interact with customers. The report also offers specific instructions and techniques for developing communication excellence with customers.
Benefits
- Higher levels of professionalism
- Improved customer rapport and good will
- More effective customer interaction and satisfaction
- Effective customer problem solving
- Superior team work
- Positive customer relationships that lead to increased sales and profitability