Description

Make your technical knowledge understandable to others and thus boost customer satisfaction

Communication is not only important for commercial functions. Technical professionals who can provide good explanations about technology are of great value to their organization. In service-providing roles where customer contact plays a role or intensive contact with colleagues is required, good communication really makes a difference. Do you work as a technical employee in a service-oriented organization? During this training you will learn to communicate smartly and effectively with customers and colleagues. Through the combination of role plays, practical cases and theory, this training gives you plenty of immediately applicable tools and information, which you can use immediately after the training! The result? You have more confidence in your communication, customers and colleagues are happy with you and you make an optimal contribution to the organization's results in your own way.

The training for technical professionals who want to use communication to be more successful and boost customer satisfaction.

Desired result

As a technical professional you want:

• Communicate more confidently, clearly and purposefully with customers and
  colleagues!
• Better understand what your customer or colleague needs!
• Develop conversation techniques to make difficult topics understandable!
• A method to structure and direct conversations!
• Tools to tackle objections and doubts!
• Do your work effectively and efficiently!

This practical training, based on decades of communication expertise and proven insights into (behavioral) psychology, helps you to communicate more effectively and achieve your goals.

Learning objectives and topics

The following topics are covered during the three-day Communication Skills training:

• Building trust
  How do you gain the trust of (new) customers and colleagues?

• Presentation skills
  How do you present yourself, your company and your product or service in a professional manner?

• Conversational techniques
  What moves the person you are having a (telephone) conversation with? What questions should you ask to discover what your customer or colleague really needs?

• Commercial skills
  How do you use customer contact to make optimal use of sales opportunities?

• Deal with resistance
  How do you respond to objections, accusations and other negative feedback from angry or dissatisfied customers?
• Closing techniques
  How do you end a conversation positively, so that your customer is left with a positive feeling?

Personal support
After completing the training, the trainer is available for online personal support. For example, to briefly discuss practical situations with each other. So nice!

Length of time
The training consists of 2 consecutive training days and a return day.

Attendees
This training has room for a minimum of 4 and a maximum of 8 participants.

Certificate
Upon successful completion of the training, the participant will receive proof of participation in the form of a certificate.