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What is the first step
to winning over customers and clients?
It is the first
positive impression your frontline staff (whether face to face or on
the phone) give to customers.
Customers are more
sophisticated and discerning nowadays. They are not easily satisfied
with smiles and pleasant words, especially if the smiles and pleasant
words are put on and false.
As 60% of
communication is received by body language, tone of voice and the way
words are spoken (and not by the words themselves), customers can tell
if staff are willing and happy to serve them. And if staff are not
willing or happy to serve them, customers can always find another place
with staff that are willing and happy to serve them.
Can your
organisation afford to lose customers?
Staff are usually
unhappy to serve, because they are unhappy with their jobs, their
companies, their bosses, or worse still with themselves.
A mere change in
behaviour (smiles and pleasant words etc), will therefore, not solve the
problem. What is required is a change in attitude within.
We affect this change of
attitude within in our course, in
three ways, by:
1.
Understanding
how all our communication affects others; and how to use
Emotional Intelligence
to communicate more effectively
2. Opening
up participants to their 'real' selves so they can feel genuinely happy,
in a
process, which we call 'Speaking from the Heart' or
'Centering'
3.
Developing
these skills in role-playing daily encounters with customers
Your sales and service
staff will be genuine and happily relate and connect with customers
after the course.
Please register early as the class has
been restricted to 12 participants,
so as to give participants ample time to master the skills learnt. |
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Merle Celine Magness holds a BA (Distinction) from the
University of South Australia in Communication and Media Management and
has been trained as a trainer in The Singapore Institute of Management’s
Course Leader’s Course. 