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Customer-Focused Communication: Module1 - Manage Your Intended Outcomes - SAMPLE
 

Customer-Focused Communication: Module1 - Manage Your Intended Outcomes - SAMPLE

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This sample gives you an idea of how easy it is for your employees to learn valuable skills to become more customer-focused. Designed for immediate on-the-job application for both external and ...

This sample gives you an idea of how easy it is for your employees to learn valuable skills to become more customer-focused. Designed for immediate on-the-job application for both external and internal customer communications, this online course includes post-module quizzes and activities (plus optional: topic mastery certificate, based on participant's answers to essay questions and examples of skill deployment in their job). Contact Ms. Lynn Hunsaker at tel +1 408 687 9700 or admin@ clearaction.biz for more information.

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    Customer-Focused Communication: Module1 - Manage Your Intended Outcomes - SAMPLE Customer-Focused Communication: Module1 - Manage Your Intended Outcomes - SAMPLE Presentation Transcript

    • Lynn Hunsaker www.ClearAction.bizCustomer-Focused Communication Module 1:Manage Your Intended Outcomes
    • Customer-Focused Communication Modules: 1 Manage Your Intended Outcomes Keep your objective in mind during conversations with your customer 2 3 4 5 6© Copyright 2013 ClearAction LLC. All rights reserved.
    • Customer-Focused Communication Modules: 1 Manage Your Intended Outcomes Keep your objective in mind during conversations with your customer 2 Check Your Assumptions Beware of jumping to conclusions 3 4 5 6© Copyright 2013 ClearAction LLC. All rights reserved.
    • Customer-Focused Communication Modules: 1 Manage Your Intended Outcomes Keep your objective in mind during conversations with your customer 2 Check Your Assumptions Beware of jumping to conclusions 3 Ask the Right Questions Make it easy for customers to share their thoughts 4 5 6© Copyright 2013 ClearAction LLC. All rights reserved.
    • Customer-Focused Communication Modules: 1 Manage Your Intended Outcomes Keep your objective in mind during conversations with your customer 2 Check Your Assumptions Beware of jumping to conclusions 3 Ask the Right Questions Make it easy for customers to share their thoughts 4 Listen Effectively Pay attention to customers’ tone, body language, and underlying message 5 6© Copyright 2013 ClearAction LLC. All rights reserved.
    • Customer-Focused Communication Modules: 1 Manage Your Intended Outcomes Keep your objective in mind during conversations with your customer 2 Check Your Assumptions Beware of jumping to conclusions 3 Ask the Right Questions Make it easy for customers to share their thoughts 4 Listen Effectively Pay attention to customers’ tone, body language, and underlying message 5 Communicate Accurately Remotely Be perceived as you intend via email or telephone communication 6© Copyright 2013 ClearAction LLC. All rights reserved.
    • Customer-Focused Communication Modules: 1 Manage Your Intended Outcomes Keep your objective in mind during conversations with your customer 2 Check Your Assumptions Beware of jumping to conclusions 3 Ask the Right Questions Make it easy for customers to share their thoughts 4 Listen Effectively Pay attention to customers’ tone, body language, and underlying message 5 Communicate Accurately Remotely Be perceived as you intend via email or telephone communication 6 Communicating with Customer-Focus Achieve your intended outcome while building trust and strengthening the customer relationship© Copyright 2013 ClearAction LLC. All rights reserved.
    • What is Customer-Focused Communication? Customer must be your primary focus Everything else is secondary all other concerns© Copyright 2013 ClearAction LLC. All rights reserved.
    • What is Customer-Focused Communication? Primary Secondary Motives Motives Get work done, get bonus & get promotion© Copyright 2013 ClearAction LLC. All rights reserved.
    • What is Customer-Focused Communication? Primary Secondary Motives Motives Make it easier & nicer Get work done, for customers get bonus & to get & use solutions get promotion© Copyright 2013 ClearAction LLC. All rights reserved.
    • What is Customer-Focused Communication? Think of a time when you were a customer somewhere: How did you feel when they were focused on you as a customer, or not? Yes, Not Customer Customer -focused -focused • _________ • _________ • _________ • _________ • _________ • _________ • _________ • _________© Copyright 2013 ClearAction LLC. All rights reserved.
    • What is an Intended Outcome? Purpose Intended Outcome = the reason for the discussion Start • Stated generally • Sets meeting tone© Copyright 2013 ClearAction LLC. All rights reserved.
    • What is an Intended Outcome? Purpose Intended Outcome = the reason for the = the result you hope discussion to achieve Start Finish • Stated generally • Initially unstated • Sets meeting tone • Agreed-on specific next steps© Copyright 2013 ClearAction LLC. All rights reserved.
    • Plan for Your Next Customer Conversation Purpose Intended Outcome = the reason for the = the result you hope discussion to achieve • _________ • _________ • _________ • _________ • _________ • _________ • _________ • _________© Copyright 2013 ClearAction LLC. All rights reserved.
    • Anticipate Your Customers’ Needs & Expectations Wants • Specific request • Can be met only 1 way Needs • Underlie the wants • Often stated as concerns • Can be met many ways© Copyright 2013 ClearAction LLC. All rights reserved.
    • Anticipate Your Customers’ Needs & Expectations Wants • Specific request Expectations • Can be met only 1 way • What they expect you to say, share, and do Needs • Underlie the wants • Often stated as concerns • Can be met many ways© Copyright 2013 ClearAction LLC. All rights reserved.
    • Plan for Your Next Customer Conversation Wants • They requested: Expectations _________________ _________________ • They will ask: _________________ • They want to hear: Needs _________________ • They want to see: • Their concerns: _________________ _________________ • They want us to do: _________________ _________________ _________________© Copyright 2013 ClearAction LLC. All rights reserved.
    • Questions to Reveal Needs & Expectations Needs Expectations • Explore: How do you see this issue? X What are your main concerns? X • Clarify: It sounds like your concerns are ______________, right? X Y© Copyright 2013 ClearAction LLC. All rights reserved.
    • Questions to Reveal Needs & Expectations Needs Expectations • Explore: • Clarify: How do you see this issue? Among _____, which are Y X most important to you? What are your main concerns? Z X • Explore: • Clarify: How will _____ help you Z It sounds like your concerns achieve your goals? are ______________, right? X Y What options might solve _____? Z© Copyright 2013 ClearAction LLC. All rights reserved.
    • Lynn.Hunsaker@ClearAction.biz tel +1 408 687 9700 To continue the remaining pagesof this module, please let us know that youwould like to enroll your staff in this course