Organizations that are leading the way are exceeding customer expectations through professional communication. When you are talking to a customer, you are representing your entire organization. Professional communication skills can have a significant impact on your company's ability to satisfy and keep customers. Each and every contact is an opportunity to increase customer loyalty, win new customers and make sales.

In this interactive workshop you will learn:

• The 10 most important needs and wants of customers today


• How to project a better image of yourself and your organization through professional communication techniques


• What customer's can tell from your voice


• Emotional "trigger" words to avoid in customer phone conversations


• How to be better able to listen and respond to the "message" behind the customer's words


• Fast and Friendly techniques that leave customers wanting more


• How to maintain control in the most difficult customer situations


• Effective anger diffusion techniques to help you work with angry and upset customers


• Steps to consider before you write


• The customer service excellence techniques being utilized by "winning" organizations and how to put them to work for you

Through attending this workshop, come to realize and avoid the common communication mistakes found in working with customers. Take advantage of your own personal strengths and communication skills to provide a powerful impact on the customers you serve.