CUSTOMER FOCUS COURSE

Customer Focus Skills for Everyone

This Customer Focused Communication course is designed for professionals who want to improve both internal and external relationships with customers and partners. This is the fastest way to learn essential skills for customer-focused communication!

Intended Outcomes

  • Win-win communication
  • Focus on results
  • Reveal expectations
  • Validate needs
  • Get intended outcomes

Check Assumptions

  • Staying “on the same page”
  • Sources of assumptions
  • Reset your assumptions
  • Cues to others’ assumptions
  • Empathy prevents gaps

Asking Questions

  • Questions to sync with others
  • Strength via questions
  • Identify good questions
  • Focus on care-abouts

Effective Listening

  • Listening builds trust
  • Level 1 listening
  • Level 2 listening
  • Silence is important
  • Use ears, heart & mind

Remote Communication

  • Adapt for email, phone, video
  • Focus on the positive
  • What’s really being asked
  • Professional best practices
  • Consistent to your brand

Advising & Partnering

  • ID your trust strengths
  • Trusted advisor roles
  • Partnering modes
  • Toggle roles & modes
  • Increase your impact

On-demand: available anytime, anywhere, lifetime non-transferrable license to individual participants.

  • Suitable for everyone, from top executives, middle managers, and entry-level employees.
  • All modules include application exercises to test your topic mastery.
  • Immediate application exercises follow 3-minute (typically) instructional segments.
  • Each module is 13-24 minutes, chock-full of skill-building.
  • Self-assessments drive application planning.
  • Topic mastery scenarios confirm new habits.
  • Volume discounts and certificates available per module or full course.
  • This material has been taught by ClearAction in major corporations.
  • Also available as separate modules (see below), or as in-person training.

Let’s get started!

Would you like your team to level-set and up-level their CX knowledge together?

You can order multiple self-paced classes or schedule live classes (minimum 5 participants). Let us know: your business goal, number of participants, job levels, customer-focus topic familiarity, location(s), and timing. Call +1 408 687 9700 or send an email today. Let’s get started!

Specify quantity at $49 per person for 1 topic with this link or QR code:

1 Topic
1 Topic

Specify quantity at $275 per person for 6 topics with this link or code:

6 Topics
6 Topics

COURSE DETAILS

MODULE 1: MANAGE INTENDED OUTCOMES
How to achieve win-win in conversations with your customers:
a) Defining Customer-Focused Communication
b) Focusing on Results
c) Revealing Customer Expectations
d) Validating Needs & Expectations
e) Managing Your Intended Outcomes
Self-Assessment
Topic Mastery
+ 5 application exercises

MODULE 2: CHECK ASSUMPTIONS
How to “stay on the same page” in conversations with your customers:
a) What are Assumptions?
b) What are Common Sources of Assumptions?
c) How Do Assumptions Work?
d) How to Reset Assumptions
e) Cues to Identify Others’ Assumptions
f) Empathy as the Key to Checking Assumptions
Self-Assessment
Topic Mastery
+ 5 application exercises

MODULE 3: ASK THE RIGHT QUESTIONS
How to “sync with customers” in conversations with your customers:
a) Advantages of Good Questions
b) What are Good Questions?
c) Focus on What Customers Care About
Self-Assessment
Topic Mastery
+ 3 application exercises

MODULE 4: LISTEN EFFECTIVELY
How to listen effectively in conversations with your customers:
a) Listening Builds Trust
b) Level 1 & Level 2 Listening
c) Silence
d) Listen via Ears, Eyes, Heart, Mind
Self-Assessment
Topic Mastery
+ 4 application exercises

MODULE 5: COMMUNICATE ACCURATELY REMOTELY
How to communicate well by email and phone in conversations with your customers:
a) Focus on the Positive
b) Focus on What the Customer is Really Asking
c) Use Professional Communication Best-Practices
d) Present the Best of What Your Company Stands For
Self-Assessment
Topic Mastery
+ 4 application exercises

MODULE 6: ADVISING & PARTNERING THROUGH TRUST
How to partner through trust in conversations with your customers:
a) What is Trust
b) Trusted Advisor Roles
c) Partnering
d) Partner Levels
Self-Assessment
Topic Mastery
+ 4 application exercises

FULL COURSE: This course has narrated PowerPoint slides and many templates to immediately spur a new outlook and habits which will transform customer experience and business results in your interactions.

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