Mastering Customer Connections: Human Skills for Exceptional Support
November 28, 2023 2024-02-20 23:23Mastering Customer Connections: Human Skills for Exceptional Support
Mastering Customer Connections
Human Soft Skills for Exceptional
Customer Experiences
- for Support and Service Professionals -
Dive into the power of human communication skills: empathy, bias mitigation, and strategic communication.
These aren’t just skills; they’re the catalysts for driving revenue growth, as companies excelling in customer experience witness a remarkable 5.7x increase in revenue compared to competitors.
Join us to master these techniques and unlock the pathway to lasting success in customer-centric excellence!
Embark on your transformative journey with our 12-week live Customer Support Excellence Course.
Dive into the power of empathy, bias mitigation, and strategic communication.
These aren’t just skills; they’re the catalysts for driving revenue growth
Join us to master these techniques and unlock the pathway to lasting success in the world of customer-centric excellence!
Embark on your transformative journey with our 12-week live Customer Support Excellence Course.
What will you learn?
Skills proven to:
Amplify customer satisfaction by up to 70%.
Increase customer retention by 33%.
Increase revenue by about 6X relative to your competition.
Amplify customer satisfaction by up to 70%.
Increase customer retention by 33%.
Increase revenue by about 6X relative to your competition.
Seats are limited!
Sign up now to reserve your spots to master these techniques and unlock the pathway to lasting success in customer-centric excellence!
Seats are limited to ten!
Sign up now to reserve your spots to master these techniques and unlock the pathway to lasting success in customer-centric excellence!
Wednesdays at 2 pm ET, 11 am PT
Starting on January 10th!
(modules will be recorded and be accessible to attendees)
$189.00 for 12 weeks
Sessions are Limited to Ten Participants
Inquire to Learn More or Set up your Group Session
12 Week Masterclass
1 Hour per Week
(modules will be recorded and be accessible to attendees)
Module 1: Empathetic Connection Building
Lesson 1: Understanding Human Perspectives
Lesson 2: Tailoring Communication
Lesson 1: Understanding Human Perspectives
Recognizing diversity in customer experiences and perspectives
By the end of this lesson, participants will be able to recognize and appreciate diverse perspectives in customer experiences, demonstrate understanding of cultural, demographic, and situational differences impacting customer interactions, apply active listening and empathy techniques to understand customer emotions, and exhibit cultural sensitivity and avoidance of biases in customer engagements for fostering inclusive and empathetic customer relationships.
Lesson 2: Tailoring Communication
Adapting communication to meet individual customer needs
By the end of this lesson, participants will be able to demonstrate proficiency in adapting communication styles, language, and strategies to suit diverse customer preferences and contexts effectively.
Module 2: Bias Awareness and Mitigation
Lesson 1: Identifying Subconscious Biases
Lesson 2: Inclusive Communication
Lesson 1: Identifying Subconscious Biases
Recognizing biases and their impact on customer interactions
By the end of this lesson, participants will be able to identify, evaluate, and address personal biases that may influence customer interactions, fostering an environment of heightened self-awareness and enabling more objective and equitable engagements with customers.
Lesson 2: Inclusive Communication
Implementing inclusive language and actions in customer support
By the end of this lesson, participants will be able to employ communication strategies and language that promote inclusivity, effectively adapting their communication styles to respect and accommodate diverse cultural, demographic, and situational backgrounds in customer interactions.
Module 3: Building Lasting Relationships
Lesson 1: Strategies for Relationship Building
Lesson 2: Loyalty and Revenue Generation
Lesson 1: Strategies for Relationship Building
Techniques to build rapport and trust with customers
“By the end of this lesson, participants will be equipped with the knowledge and skills to implement effective strategies for establishing and nurturing long-term relationships with customers, fostering trust, consistency, personalization, and effective conflict resolution in customer interactions.
Lesson 2: Loyalty and Revenue Generation
Linking strong relationships with customer loyalty and revenue growth
By the end of this lesson, participants will be proficient in understanding the correlation between customer loyalty, long-term relationships, and revenue generation, employing strategies to enhance customer lifetime value, upselling, cross-selling ethically, and leveraging feedback to drive business sustainability and growth
Module 4: Expectation Management
Lesson 1: Proactive Expectation Setting
Lesson 2: Handling Discrepancies
Lesson 1: Proactive Expectation Setting
Methods to manage and align expectations effectively
By the end of this lesson, participants will be adept at managing and aligning customer expectations proactively, employing effective communication strategies to set clear and realistic service expectations, navigate uncertain circumstances, and prevent misunderstandings while empowering customers with the necessary information for self-service and proactive engagement.
Lesson 2: Handling Discrepancies
Resolving conflicts and misunderstandings
By the end of this lesson, participants will be proficient in resolving conflicts and discrepancies in customer expectations, demonstrating effective conflict resolution techniques, turning service failures into opportunities for positive outcomes, negotiating win-win solutions, and implementing service recovery strategies while fostering ongoing communication and feedback to enhance customer satisfaction.
Module 5: Strategic Language Use
Lesson 1: Language for Positive Outcomes
Lesson 2: Impactful Communication Techniques
Lesson 1: Language for Positive Outcomes
Utilizing positive, outcome-oriented language effectively in various customer scenarios
By the end of this lesson, participants will be proficient in employing language effectively to achieve desired outcomes in customer interactions, demonstrating the use of goal-oriented communication, persuasive yet non-manipulative language, positive reinforcement, crisis communication, adaptability in language use across different channels, and maintaining composure to influence positive customer behavior and resolutions.
Lesson 2: Impactful Communication Techniques
Applying effective communication techniques in various customer scenarios
By the end of this lesson, participants will demonstrate mastery in employing diverse communication techniques to enhance customer interactions, displaying proficiency in effective questioning, active listening across verbal and written communication, empathetic language use in conflict resolution, application of emotional intelligence principles, consistency in messaging, and aligning language with brand values for impactful customer engagement and satisfaction.
Module 6: Understanding Language Impact
Lesson 1: Language and Emotional Response
Lesson 2: Effective Language Adaptation
Lesson 1: Language and Emotional Response
Exploring how language choices affect customer emotions
By the end of this lesson, participants will demonstrate proficiency in understanding how language choices influence customer emotions, applying strategies to use emotionally charged language appropriately, distinguishing between positive and negative language effects, employing empathy through language effectively, managing tone and delivery to suit emotional contexts, and analyzing real-life cases to minimize negative emotional impact in customer interactions.
Lesson 2: Effective Language Adaptation
Adapting language to different demographics and situations
By the end of this lesson, participants will demonstrate competence in adapting language to suit diverse customer demographics and situations, applying cultural sensitivity to language, tailoring communication for different customer groups without alienation, utilizing customer data ethically for personalized language, adhering to ethical language standards, seeking continuous improvement in language use, and crafting responses to minimize negative emotional impact in diverse interactions.
