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FrontLine Communications - Communicating with L.O.V.E

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  • Mon 24 Aug ’15, 9:00am – 4:30pm


Hawke's Bay Business Hub, 36 Bridge St, Napier


All Ages

Ticket Information:

  • General Admission: $397.50

Frontline Communications
‘Communicating With L.O.V.E.’
(Listen, Observe, Verify and Engage).

Fundamental communication skills training for frontline staff in the digital age. This programme is appropriate for both face to face and telephone based businesses.

Due to an over reliance on technology in business, most of us have experienced a decline in the quality of communication with receive as customers. Regardless of the industry Frontline Communication has steadily dropped over the last few years.

This programme could also be known as "Client Service Excellence" and teaches your staff how to deliver their service with the “WoW” factor.

This course teaches fundamental communication skills such as:

• Effective questioning skills
• Active listening
• Tonal messaging
• Difficult conversations with clients
• Challenging conversations with colleagues / customers
• Dealing with strong emotions

Course Content includes:
• Cycle of Service
• Client centred service
• Active listening
• Mixed messages: How you say what you say.
• Observe: What else is your customer saying?
• Verify: Learning to clarify your understanding.
• Engage: Taking action and really delivering.
• When you can't say "yes".
• Complaints: How to handle them.

Who should attend?

This course is ideal for anyone who has to deal with customers on the frontline of your business.

Learning Outcomes :
• To understand communication from a customer's perspective.
• To identify what gets in the way of effective communication.
• To understand the cycle of service.
• To create a personal action plan to improve communication.
• To increase awareness of own communication skills.
• To explore strategies to improve quality of communication.
• To increase confidence in responding to difficult communication situations.
• To enhance effectiveness of communication in the workplace.

Typical Results:

When coupled with our management programme the typical result from this programme is an immediate 10 - 20% improvement in customer satisfaction ratings.

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