Customer-oriented communication

The Customer Oriented Communication course is aimed at improving and teaching participants to communicate professionally with the company’s customers.

  • Improve and teach participants to communicate professionally with the company’s customers.
  • Intensively develop a customer-oriented attitude among the participants.
  • To develop a friendly, customer need-oriented way of communication among the participants.
  • Practice the basic types of conversations with customers in model situations.

Customer orientation – building a partnership with the client

  • expectations and needs of clients
  • technical and personal side of client orientation

Basic principles of professional personal contact

  • creating a professional impression
  • professional communication and clear expression

Communication game  (introductory experiential exercise with detailed analysis aimed at understanding communication and active listening)

Professional communication

  • verbal communication and active listening
  • non-verbal communication and its meaning in personal contact with the customer
  • explanation technique, questioning technique, paraphrasing technique
  • positive formulations, customer-oriented formulations

Training of standard conversations

  • understanding the assignment and solving the assignment / customer needs
  • resolving misunderstandings, providing information
  • solving a legitimate complaint

Handling comments and objections from customers

  • types of comments, technique of managing comments

Difficult situations in contact with the customer and their professional management

  • handling an angry customer and his emotions
  • managing one’s emotions
  • solving unauthorized complaints and requests
  • selected assertive techniques

Find out more

We will provide you with more detailed information about the price, possible dates and training schedule.

Contact us

We also recommend the following courses

Arrange a consultation