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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.