Increase engagement with your customer by creating a better communication partnership through simple question and listening skills.
Increase engagement with your customers by creating a better communication partnership through simple question and listening skills. When you don't ask, you can't sell. And when you don't listen ... you destroy trust, inhibit call resolution and often lose market share as a result. Is this any way to run a call center or help desk? Mastering essential questioning and listening skills help you connect better with customers to close calls faster, identify systemic problems costing you money, uncover additional client needs which lead to upsell and cross sell opportunities and strengthen customer loyalty. The correlation is clear. This content teaches you to ask better questions, listen actively and with empathy, understand the importance of meta-messages, and puts you in sync with your customers, their pain and pride, their needs and wants. Optimize your phone time through better questioning and listening skills.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
Why Questions Matter: History and Application of Questions Across Professions
- Types of Questions: Closed, Open and Rhetorical
- How and When to Use Each Type of Question
- Leading Through Questioning
Listening - the Power of This Forgotten Communication Skill
- Quotes and Selected Facts and a Quiz on Listening
- Levels of Listening and Conspiracies to Distract You
- Active Listening and Its Role in Quelling Concerns, Avoiding Escalations and Closing Calls Quicker
Understanding the Meta-Message Within the Message
Questions and Listening: A Communication Partnership
- Using Questions to Gather Information, Gauge Emotions, and Control the Interaction
- The Role of Vocal Variety, Tone, Inflection, Pauses and Mirroring
- How to Use Questions to Engage and Disengage
- Scripts and Phraseology for Disengaging and Importance of Last Impressions
Those Difficult Customers
- Questions to Calm, Quell and Pacify Disgruntled and Irate Callers
- Using Choice Questions to Obtain Customer Buy-in to the Solution
- Out of Bounds: Handling Inappropriate Behavior Like Profanity, Ad Hominem Attacks, etc.
Gender and Global Concerns
- Differences by Gender
- Language Challenges
- Leveraging Technology
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on June 11, 2018.
Call 1-866-352-9540 for further credit information.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Craig Harrison
Expressions of Excellence! (TM)
- Founder of Expressions of Excellence!™, a full-service training firm helping sales and service professionals engage and express, sell, and excel in the marketplace
- Coaches organizations to tell their and their client's success stories, design and deliver great customer experiences, and communicate for success
- Author of Stellar Service: Merge NOW with WOW to Win Customers for Life! (www.mergenowwithwow.com)
- Author of the Good, Better … BEST! series of books on communication and leadership, a pocketbook on leadership, three tips booklets, a CD, and hundreds of published articles on sales and service, communication, leadership, excellence, and more
- Founding president, dean emeritus of the Speakers Academy of National Speakers Association — Northern California chapter
- Instructor, University of California Santa Cruz, Silicon Valley Campus since 2001
- Interviewed John Wooden, Chesley “Sully” Sullenberger and Harvey Mackay, and has been interviewed by 60 Minutes, BBC Radio, and Financial Times of London
- Clients include Pfizer, McKesson, Plantronics, ATT, headsets.com, U.S. Army, nolo.com, Hilton Hotels, dozens of national and regional associations including NSA, MPI, CalSAE, HSMAE, CIBC, HDI, PMI, NAPO, NACE, and SGMP
- Senior consultant, www.TheConsultingTeam.com, facilitating positive change
- Can be reached at 510-547-0664, [email protected], or www.ExpressionsOfExcellence.com
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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