Engaging the Customer

Engaging the Customer Welcome to Engaging the Customer! The goal of this course is to help you improve the effectiveness of important conversations by strengthening four fundamental competencies that lead to mutual understanding and agreement. Each practice session will focus on two of these competencies with exercises designed to increase your ability to use the skill in conversation on a regular basis. We will discuss how to use these skills to be more engaged with your customers.

Flow Chart Course Intro Level the Playing Field Using Effective Questions Gym Session 1 Active Listening SMART Gym Session 2 Gym Belt Test Promotion Skill with this tool dispels concerns, encourages thoughts, and addresses potentially distracting unspoken questions so that parties involved in the conversation are free to focus on the content. = Online = Communication Gym on site session

Objectives By the end of the course members will be able to: Level the playing field for focused conversations Ask effective, powerful questions Demonstrate active listening skills Create SMART action items to wrap up a conversation and clarify follow through We will focus on reinforcing effectiveness in communication interactions.

Proceed to Lesson One! You are now ready to proceed to the first lesson: Level the Playing Field for focused conversations will teach you to gain agreement before important conversations in regards to time, process and purpose so that all parties involved are anticipating the same conversational parameters.