Focus on what you can do ...not what you can’t
Audience
This course is great for enabling people to place a focus on what you can do for your customers instead of what is not available to them. In turn, your customers will have a more positive experience of the organisation and remain loyal.
Objectives:
By the end of this course, delegates will be able to –
- Discuss the reasons why negative language leaves a negative impression
- Pinpoint the areas of the call and conversation where a positive re-frame can be applied
- Demonstrate a positive focus in action
Course Content
- Our tendency to say no and its effect on the customer
- Spotting the opportunity to use positive language
- Reframing the customer experience
- Converting ‘No’ to ‘Yes’
- How our language affects the customer experience
Benefits
- Improved Customer satisfaction
- Increased Customer retention
- Certificate of completion as a record of professional development