The foundation of any organization who deals with a customer is Customer Service. If you don't have stellar customer service, you may not have customers in your future. This leadership skill is great for teaching employees and retaining GOOD employees.

Guiding a conversation with a customer is important to keep control of that conversation for an excellent outcome. Learning the skills to guide that customer conversation is necessary for successful customer service delivery.

Think About:

1) Why is it important for an organization to guide any conversation with a customer?

2) Why is it an important skill for anyone to learn how to guide a customer conversation?

3) Why do conversations go wrong with customers?

4) Why do people not enjoy conversations with customers?

5) Why must conversations with customers stay under control?

Learning Objectives:

1) Describe the parts of a customer conversation

2) Show how to gain customer confidence and cooperation from the start

3) How to gently refocus discussions when they get off track

4) How to most effectively open the conversation on a positive note

5) How to most effectively close the conversation on a positive note leaving the customer feeling good about the organization.

6) The nuts and bolts of the middle of the conversation, including staying on a positive note and gaining customer understanding

7) How to present unwelcome information

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