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 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).

See http://ClearActionCX.com

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

  1. 1. www.ClearActionCX.com Customer-Focused Communication Module 1: Manage Your Intended Outcomes
  2. 2. © Copyright 2013 ClearAction LLC. All rights reserved. Customer-Focused Communication Keep your objective in mind during conversations with your customer 1 Manage Your Intended Outcomes 2 3 4 5 6 Modules:
  3. 3. © Copyright 2013 ClearAction LLC. All rights reserved. Customer-Focused Communication Keep your objective in mind during conversations with your customer 1 Manage Your Intended Outcomes Beware of jumping to conclusions 2 Check Your Assumptions 3 4 5 6 Modules:
  4. 4. © Copyright 2013 ClearAction LLC. All rights reserved. Customer-Focused Communication Keep your objective in mind during conversations with your customer 1 Manage Your Intended Outcomes Beware of jumping to conclusions 2 Check Your Assumptions Make it easy for customers to share their thoughts 3 Ask the Right Questions 4 5 6 Modules:
  5. 5. © Copyright 2013 ClearAction LLC. All rights reserved. Customer-Focused Communication Keep your objective in mind during conversations with your customer 1 Manage Your Intended Outcomes Beware of jumping to conclusions 2 Check Your Assumptions Make it easy for customers to share their thoughts 3 Ask the Right Questions Pay attention to customers’ tone, body language, and underlying message 4 Listen Effectively 5 6 Modules:
  6. 6. © Copyright 2013 ClearAction LLC. All rights reserved. Customer-Focused Communication Keep your objective in mind during conversations with your customer 1 Manage Your Intended Outcomes Beware of jumping to conclusions 2 Check Your Assumptions Make it easy for customers to share their thoughts 3 Ask the Right Questions Pay attention to customers’ tone, body language, and underlying message 4 Listen Effectively Be perceived as you intend via email or telephone communication 5 Communicate Accurately Remotely 6 Modules:
  7. 7. © Copyright 2013 ClearAction LLC. All rights reserved. Customer-Focused Communication Keep your objective in mind during conversations with your customer 1 Manage Your Intended Outcomes Beware of jumping to conclusions 2 Check Your Assumptions Make it easy for customers to share their thoughts 3 Ask the Right Questions Pay attention to customers’ tone, body language, and underlying message 4 Listen Effectively Be perceived as you intend via email or telephone communication 5 Communicate Accurately Remotely Achieve your intended outcome while building trust and strengthening the customer relationship 6 Communicating with Customer-Focus Modules:
  8. 8. © Copyright 2013 ClearAction LLC. All rights reserved. What is Customer-Focused Communication? all other concerns Customer must be your primary focus Everything else is secondary
  9. 9. © Copyright 2013 ClearAction LLC. All rights reserved. What is Customer-Focused Communication? Primary Motives Secondary Motives Get work done, get bonus & get promotion
  10. 10. © Copyright 2013 ClearAction LLC. All rights reserved. What is Customer-Focused Communication? Primary Motives Secondary Motives Make it easier & nicer for customers to get & use solutions Get work done, get bonus & get promotion
  11. 11. © Copyright 2013 ClearAction LLC. All rights reserved. What is Customer-Focused Communication? Yes, Customer -focused Think of a time when you were a customer somewhere: Not Customer -focused • _________ • _________ • _________ • _________ • _________ • _________ • _________ • _________ How did you feel when they were focused on you as a customer, or not?
  12. 12. Intended Outcome = the reason for the discussion Purpose © Copyright 2013 ClearAction LLC. All rights reserved. What is an Intended Outcome? Start • Stated generally • Sets meeting tone
  13. 13. Intended Outcome = the reason for the discussion Purpose © Copyright 2013 ClearAction LLC. All rights reserved. What is an Intended Outcome? = the result you hope to achieve Start Finish • Initially unstated • Agreed-on specific next steps • Stated generally • Sets meeting tone
  14. 14. Intended Outcome = the reason for the discussion Purpose © Copyright 2013 ClearAction LLC. All rights reserved. Plan for Your Next Customer Conversation = the result you hope to achieve • _________ • _________ • _________ • _________ • _________ • _________ • _________ • _________
  15. 15. © Copyright 2013 ClearAction LLC. All rights reserved. Anticipate Your Customers’ Needs & Expectations • Underlie the wants • Often stated as concerns • Can be met many ways Wants Needs • Specific request • Can be met only 1 way
  16. 16. © Copyright 2013 ClearAction LLC. All rights reserved. Anticipate Your Customers’ Needs & Expectations • What they expect you to say, share, and do • Underlie the wants • Often stated as concerns • Can be met many ways Expectations Wants Needs • Specific request • Can be met only 1 way
  17. 17. © Copyright 2013 ClearAction LLC. All rights reserved. • They will ask: _________________ • They want to hear: _________________ • They want to see: _________________ • They want us to do: _________________ • Their concerns: _________________ _________________ _________________ Expectations Wants Needs • They requested: _________________ _________________ Plan for Your Next Customer Conversation
  18. 18. To continue the remaining pages of this module, please let us know that you would like to enroll your staff in this course OptimizeCX@ClearActionCX.com tel +1 408 687 9700
  19. 19. Customer Experience Optimization Talk Show Hear interviews with companies such as: Adobe, Aon, CenturyLink, Cisco, Citrix, Coca Cola Enterprises, Dell, EMC, GE, HP, ICW, Intuit, Kimpton, NCR, Philips, Safelite, Sungard, SunTrust, Symantec, TELUS, tw telecom, Virgin Mobile, Wells Fargo http://ClearActionCX.com/cx-podcasts e-books available at ClearActionCX.com/cx-books or Amazon Kindle: Metrics You Can Manage For Success Customer Experience Improvement Momentum Innovating Superior Customer Experience white paper available at ClearActionCX.com/cx-articles Employee Engagement in Superior Customer Experience: 4 Overlooked Key Competencies for Sustainable Results Resources about customer experience optimization See more at http://ClearActionCX.com/best-practices © Copyright ClearAction LLC. All rights
  20. 20. Do you like these concepts? Let us help you master them to increase your company’s growth! Contact us today: OptimizeCX@ClearActionCX.com tel +1 408 687 9700
  21. 21. ClearAction clients praise our insights on actionability & engagement “ClearAction taught us things that wouldn’t readily cross our minds and has increased our efficiency & accuracy in many areas. We highly recommend ClearAction as a business consultant.” “The cross-functional collaboration necessary to successfully manage the customer experience requires big picture, systems thinking. ClearAction brings very practical, well-thought out approaches to get the internal cooperation needed.” “ClearAction is very dependable and detail-oriented, and has an extremely high sense of integrity. There's no question ClearAction will do what's needed to ensure the work is done correctly and the client's best needs are taken into account.” © Copyright ClearAction LLC. All rights
  22. 22. Consulting Roles We have provided ClearWisdom™ to dozens of companies Partial List© Copyright ClearAction LLC. All rights
  23. 23. © Copyright ClearAction LLC. All rights reserved.
  24. 24. For More About Customer Experience: www.ClearActionCX.com/best-practices OptimizeCX@ClearActionCX.com tel +1 408 687 9700

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