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GLOBALINX CORP
International Training Consultants
E-mail: info@globalinx-itc.com
Tel: 03-5297-8243
Last Update 22 February 2010
Copyright 2010 GLOBALINX CORP
 
Global Business Skills - Customer Service Communication

Seminar Overview

The overall objective of this seminar is to give customer service professionals a simple process and a flexible toolkit for maximizing customer satisfaction in any situation.

In today’s customer service environment, customers and clients respond most positively to a consultative approach. The key to developing these consultative relationships is through open and interactive communication.
 

Seminar Details
(1.8MB)

Target Participants

This program is for any customer service professional who wants to expand and deepen their toolkit for building trust and credibility. The workshop focuses on consultative communication skills as applied to existing customer service situations with an aim to maximize customer satisfaction and to recognize opportunities for earning revenue.
TOEIC: Minimum 550
Seminars: 1 or 2 Days
Participants: 8 ~ 12
Participants will improve their ability in the following areas: 
Understanding the characteristics and benefits of a consultative approach?
Establishing and building rapport with clients?
Identifying needs and dissatisfactions through effective questioning and listening?
Uncovering and handling objections skillfully? Flow of the Consultative Approach

Seminar Workbook

The seminar workbook includes lectures, role-play activities, workshop planning sheets, evaluation and comment sheets, and example expressions. The book is designed using a two-page spread providing the participants with a clear process which facilitates the learning process and workshop activities. The workbook is also used by the participants as resource after the seminar to help them further develop their business communication skills and customer relationships.
Workbook Contents: Part One
Consultative Communication
Process
Background
Iceberg Model
Assertiveness
Assertiveness Case Studies
Stage One
Case Study
Technique: Validation
Technique: Reflective Listening
Exercise: Reflective Listening
Technique: Active Listening
Technique: Summarizing
Listening Examples
Exercise: Listening
Workbook Contents: Part Two
Technique: Probing for Information
Technique: Questions
Technique: ”I” Statements
Exercise: “I” Statements
Needs
Exercise: Language of Needs
Dissatisfaction
Exercise: of Dissatisfaction
Confirming Needs
Exercise: Confirming Needs
Stages Two, Three, Four
Determine Causes
Explore Solutions
Present Solutions
Handling Complaints
Case Studies
Action Plan
Seminar Review
Appendix..

Participant's Comments

 
PARTICIPANT'S COMMENTS
DATE: May 2008 INDUSTRY: ITSEMINAR: Customer Satisfaction CommunicationOVERALL EVALUATION = 4.4 / 5.0
     
CONTENT COURSE DESIGN TRAINER(S)
"How to respond to unexpected reply from the other" is very useful.
Role play contents are similar to daily life experiences, it is very easy to learn and adopt.
We share similar current experiences and felt very friendly and good experiences.
The role play with video review was good
 

Excellent and friendly!
 
Very detailed information
 
It was really great that the instructor was able to review with us on the role very carefully and instructed or comments with appropriate correction actions.
 
     
SUMMARY IMPROVEMENT POINTS
It is really a helpful seminar. I wish more and more employees can attend the same seminar.
Only 1 day (too short)
It is really a good reference that some good exampled are demostrated.
Need more time for role play
I was able to learn the basic methods and verification of MUST portion, some useful info is well collected.
 
A great opportunity has arised for me to correct the response I deal with customers in my daily life or work.
 
I would strongly recommend the employees who have not attended this seminar.
 
I become clear on how to respond at more consultative way.
 
The course gave a good review in understanding consultative approach and how to communicate with Japanese customer. Many useful experiences on how to deal with customers using 'I' and handling complaint
 

 
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2010 Open Business Skill Seminars - Schedule and Information