Managing Customers Successfully (GK831176)

Module 1: Laying the Foundation by Building Rapport and Trust

• • What do we mean by difficult customers and what might make a customer more challenging
• • Identify ways to build trust
• • Enhance one’s ability to create a strong first impression and maintain it

Module 2: Understanding Customers

• • Understand customer perceptions and what motivates them
• • Identify and adapt to different personal needs customers may have in a more effective manner

Module 3: Enhancing Communication Skills for More Challenging Situations

• • Gain awareness of assertive communication and how to manage one’s emotions as well as others
• • Understand the value of empathy and how to demonstrate it
• • Active listening skills and how to develop more strongly
• • Utilizing better questions to gain alignment

Module 4: Dealing with Pushback and Objections

• • Learn key strategies and frameworks to gain confidence to deal with objections or push-back and have better insight of how to navigate next steps

Module 5: Next Steps

• • Integration of different concepts and skills and application to real-life situations
• • Discussion of key takeaways and areas to focus on for further improvement