Sunday, 19th February 2017

Training Materials & Courseware Resource

Login Form

No need to sign up if you have Facebook!

                    ECABO

                   Accredited training provider

               quality  Certified Courseware

                    payment-method

ZupplerPCICompliantBadge

Instant download training package

communication-skills-training-course-material-and-courseware-package  
Communication Skills
for only
Price: $99.00  $79.95

click for more details

que

Why buy our training course material packages

investw

Great value for a small investment

custow

100% customizable

customizw

Standalone modules can easily be added to enliven your training material

ideaw

Get new ideas for activities, exercises and games

Fun, competitive review game to end on a high note!

downloadw

Download and get it immediately

Click to read more....

Retail excelllence series training package   collection
Now get the complete
3 complete professional retail sales and service training programs
for only

PRICE: $ 429.95 $ 299.95

My self assessment results

QUIZ NAMEPOINTS

myresultsLog in or join for free to see your latest self assessment results

call-toll-free-last

Being efficient in conversations with customers is based around getting two fundamental aspects right – the direction of the conversation and the control of the conversation.

The direction of the conversation is about using specific questions to guide the customer through the conversation, getting all of the relevant information from the customer and cutting out anything that is irrelevant. Direction allows us to signpost for the customer when we are taking their enquiry, influences what we are doing and why we are asking them certain questions.

The control is about ensuring the customer that we are in control. By using signposting and questioning, we demonstrate that we are in control and the customer understands that we are working towards resolving their enquiry.

To proactively manage our customer’s conversations, we can use the Proactive Contact Management cycle. By combining our customer service or communication skills (questioning, listening, positive language, building rapport etc) with this cycle, we can be more efficient in the way we manage our conversations and more efficient in the service we deliver. The Proactive Customer Management cycle has four key elements:

1- Signpost

2- Question

3- Listen

4- Acknowledge

To undestand the concept of Proactive customer management better , listen to any conversation between a sales/service agent and  a customer and ask yourself the following questions:

- Who is controlling the situation ? / What evidence supports this?

- Who is asking the majority of questions in the conversation? /What is the impact of this?

-What is the customer feeling about this ? what evidence supports this?

- How is the sales/service representative dealing with this conversation? What evidence supports this ?

- What could the sales/service representative do to improve this conversation ?

 

College Instructor Orientationn

Instant download training package 

New College Instructor Orientation (Click to read more)

Making the move from industry to classroom is difficult for many new college instructors. Your day is not your own anymore - each moment is about focusing on the adult learners in your classroom.

price: $ 199.95  $ 129.95

 

What do we mean by Stating/signposting ?

By signposting the direction of the conversation, we are indicating to the customer that we know where the conversation is going and that we are controlling the conversation.

If we signpost the conversation, the customer:
• Understands where the conversation is going and the direction of the conversation
• Understands why they are being asked certain questions
• Has confidence that we are taking them on the journey of answering their enquiry

How do I signpost?

The meaning of signposting is holding a sign to give guidance and direction. To signpost when you are communicating means to give guidance to the other person by giving the information in more organized chunks to make it easier for the other person to understand your complete message. Signposting means using words like First, then you explain the first thing you wish to communicate. Then Second then you start explaining the second thing you wish to say. ..etc.  Its as if you are holding a sign to give better guidance to the other person and make sure they understand you message without any confusion.

 If we DO NOT signpost the conversation, the customer:
• May not have confidence that we are taking them on the right journey to answer their question. 
• May be confused as to why we are asking them certain questions
• Is unsure as to whether we have really understood their enquiry or not. 
 

Questioning

Every time we give the customer information, advice or respond to their question, this should be followed by a question that will invite the customer to speak.
If we ask the right questions at the right time, the customer:
• Will be engaged to either provide information, think about what has been said or confirm their understanding
• Will know when the right time for them to speak is
If we DO NOT ask the right questions at the right time, the customer:
• Is left to drive the direction of the conversation
• Has to think about what they need to know next
• Is not sure if they have been given all the right information
• May try to interrupt or talk over you as there is no clear place for them to speak
• May wait in anticipation to speak and there will be silences
• Will be on the phone for a longer period of time as it takes longer to reach a conclusion
 

Acknowledge

It is important to acknowledge what the customer has said so they know we have understood and that we are able to help them with their enquiry. If we acknowledge what the customer has said, the customer:

• Will feel comfortable that we have understood what they have said
• Will feel confident that we can help with their enquiry

If we DO NOT acknowledge what the customer has said, the customer:

• Will wonder whether we have listened to/understood what they have said
• Will be anxious as to your level of understanding
• Will be concerned as to whether we are answering their enquiry in the most suitable way

Tips for Proactive Customer Management:

- Always use the proactive customer management cycle
- Always SIGNPOST where you are taking the conversation
- Every time information, advice or a response is given to the customer, follow this by a QUESTION to invite the customer to speak, gain further information or confirm understanding.
- Actively LISTEN to the customer at all times to ensure you understand exactly what they need.
ACKNOWLEDGE what the customer has said or how the customer is feeling and reassure them you can help them with their enquiry

Related articles

Greeting Customers Professionally

Greeting customers , your crucial first impression Whether you are in a retail store, hotel, receptionist in a company or in any customer facing situation those first few seconds set the tone and ...

2012-08-19 04:31:34

Customer service

World Class Customer Service, What is it?Delivering world class customer care means having the capacity to provide a memorable,unforgettable experience to each individual customer.World class ...

2013-02-10 13:57:11

Empathy Vs Sympathy

• Sympathy involves identifying with, and even taking on, another person’s emotions. A sympathetic response is, “I’m really angry about those centerpieces, too.” • Empathy means acknowledging and ...

2012-02-10 22:57:47

7 Defusing techniques

Defusing angry Customers 1-EmpathizeShow acceptance not necessarily agreement for what the customer said or experienced. 2-ApologizeExpress sincere personal regret for the bad experience. If ...

2012-02-10 19:25:05

Building Customer Rapport

Smile Try to smile more when you are with customers, the more you show your enjoyment in the relationship, the more at ease and comfortable your customer will be.    Genuinely Compliment ...

2012-02-11 09:52:59

WIIFM to provide great customer service?

 What's In It For Me? why should I provide great customer service? You don't own the company and you may not be paid more for providing great customer service so why should you bother ? Here ...

2012-02-09 20:33:38

World Class Customer Care,What is it?

Delivering world class customer care means having the capacity to provide a memorable,unforgettable experience to each individual customer. World class customer care is not about meeting but about ...

2012-02-08 13:34:33

What is proactive customer management ?

Being efficient in conversations with customers is based around getting two fundamental aspects right – the direction of the conversation and the control of the conversation. The direction of the ...

2012-08-23 02:57:08

all courseware packages

No need to sign up if you have Facebook!

Call us on our toll free

Sales excelllence series training package
Now get the complete
3 complete professional sales training programs
for only 

PRICE: $ 449.95 $ 299.95

How it works?

 

Choose your training package

 

Add to shopping cart

 

Pay using any major debit or credit card or using paypal

 

You will be taken to a download page to instantly download your purchase (You will also receive your download links by email)

 

Unzip the file/s and get all your documents in MS office format



training materials questions

pp ads

Call Center excelllence series training package    
Now get the complete
4 complete professional Call Center training programs
for only  

PRICE:  $ 599.95 $ 349.95

Training Articles

02 Mar

Effective Interviewing ...

Effective Interviewing Questions There is no doubt that interviewing is all about ...

Read details
26 Feb

8 Blocks to Creative Thinking

Beware of the following 8 blocks , these are the main stumbling blocks that hold us ...

Read details
17 Oct

Classic closing techniques - ...

There are some great tried-and-true closing techniques that have been around for years. ...

Read details

Get all available programs and save !! 

For only $2499.95

 allcourses   +  all mini courses
25 Full Courses   5 Mini Courses 

 GET IT ALL NOW!

Most Popular Articles

19 Aug

Greeting Customers ...

Greeting customers , your crucial first impression Whether you are in a retail store, ...

Read details
04 Feb

Techniques for handling ...

 APAC Model for handling objections : An objection is good news. When a customer ...

Read details
10 Feb

Customer service

World Class Customer Service, What is it?Delivering world class customer care means ...

Read details
   communication-negotiation-presentation-conflict-resolution skills
Now get the complete
4 complete training packages for one low price
 
for only

PRICE: $ 599.95 $ 349.95

Check us out on Facebook!

Contact Information

  • 12728 Mustang Rd Houston
    Texas USA 77057
  • (800) 561-9405