“Consumer satisfaction is increased when agents are competent, proactive and personalized.”- Genesys Oct 2009
Transform Your Organization
Loyalty Factor’s Strengthening Customer Relationships program enhances the communications skills crucial to increasing co-worker and customer relationships. Focused on developing a conscious and systematic approach for handling interpersonal interactions, this program is applicable for employees dealing with both internal and external customers. Through customized exercises and role-plays, participants are trained in crucial communications skills such as:
- Identifying various communications styles
- Strategizing about how to best interact with different styles of individuals
- Using Neuro-Linguistic Programming techniques to build rapport
- Using questioning strategies to identify problems and clearly define each other’s needs
- Applying reframing techniques to handle difficult interpersonal situations
This 4-module program can be custom tailored to the specific needs of any organization. The four core modules: The Power Behind Success: Understanding People and Styles, Building Rapport and Communicating Effectively Utilizing NLP Techniques, Empathetic Listening and Questioning Strategies, and Managing Difficult Conversations & Situations with Ease, function well as a stand-alone training. They can also act as a foundation piece for further Loyalty Factor teambuilding sessions, either within work groups or across functional lines.
Departments and organizations that offer this program to all employees reap the greatest return on their investment. They benefit from everyone having a shared experience, a common language, and a mutual understanding.