Maintaining Customer Focus WORKSHOP

Increasing demand for advice services or dealing with complex enquires/cases can impact on efforts to maintain excellent customer focus. This course explores the theories that underpin customer relations and the practical strategies for maintaining customer focus in any situation.

Workshop contains

  • Overview and discussion of differences between job title and responsibilities
  • Defining and preventing unhelpful behaviour ‘triggers’
  • Methods for addressing clients’ needs
  • How to develop rapport with clients
  • Apply Egan’s model of a structured conversation
  • Use the GROW model (Goal, Reality, Options, Will) to get to an agreement
  • Strategies for defusing anger
  • Exercises on implementing the principles of influence
  • Guidelines for telling clients what they don’t want to hear

Learning outcomes

After attending this training you will be able to:

  • Distinguish between their job role vs their purpose
  • Challenge their unconscious biases
  • Address the 7 Client Basic Needs
  • Utilise the 3 stages of a focused conversation
  • Implement a coaching approach to get to an agreement
  • Remain assertive during difficult conversations
  • Practice the 6 Principles of Influence
  • Utilise strategies for building rapport
  • Break bad news to customers without damaging the relationship.
  • Suitable for

    Customer-facing staff members and managers and anyone who would like to achieve better results in engaging with and supporting clients.

    Meet the trainer

    For the last two decades, Tracy Maylath has been a trainer and facilitiator, joining Shelter in 2002. During this time she has delivered an extensive variety of courses to clients ranging from homeless people and vulnerable adults to managers and directors of private sector firms. Building on this diverse pedigree, Tracy has also written and developed programmes in management skills and personal development for both the public and private sector. Utilising an array of innovative methods and state of the art techniques, Tracy engages clients with her humorous approach, passion, in-depth knowledge and vast experience of her topics.
    CPD hours 0