Coaching Customers
Booking this course
If you would like to talk to us about running
this course, please contact us:
Tel: + 44 (0)1789 734343 or email us at
admin@proskill.co.uk |
Your participants may be called on to ‘show’ customers how to
do things. Good business coaching skills increase the customer’s trust,
self-reliance and confidence. This reduces problems.
Overview
When customers are confident and competent in using
our products/services, their loyalty and profitability increase.
Customers who do not gain maximum benefit from their investment
are your competitor’s prospects. Customers who cannot use your
products/services effectively are more inclined to complain and
make service calls. Such actions increase your costs and reduce
your profits. Such problem customers also reduce the enjoyment you
get from the job. Business Coaching complements or replaces formal training
courses. Site visits may require ‘showing’ someone how to do
something. Ad-hoc conversations may unveil the need for additional
skill/knowledge.
In this practical and enjoyable course participants will learn
the vital skills and how to avoid common pitfalls.
Who Should Attend
Anyone working with customers.
Duration
1 Day
Coaching Customers - Course Objectives
Participants will learn:
recognise how coaching takes place in their jobs and the value of
such skills
learn how to use a proven method for coaching in a 1-to-1 or small
group situation
learn the different preferences and how their preferences may
limit the effectiveness of their coaching
learn how different techniques are viable in different situations
understand how memory works and how they can use the principles.
Coaching Customers -
Course Outline
Why Coach Customers?
Coaching situations and analysis
The manager’s role
Barriers to coaching
The Coaching Structure
Key coaching principles
How to break down a task
How to identify coaching units
How to pass knowledge
How to give feedback
How People Learn
Information acquisition styles
Understanding people’s preferences
Understanding our own style and the risks involved
Coaching Techniques
Alternative methods of coaching
Relative advantages of different approaches
Getting Them To Remember
Understanding how memory works
Application of memory principles |
