Customer relationship: practicing active listening

Every customer is different. If you know how to listen and ask questions they will tell you their needs as well as who they are their values their beliefs and their emotions. Understanding customers well will help you to gain their trust. Understanding customers and their needs will then help you secure buy-in for your proposed solution.

This course will cover:

• Encouraging customers to talk when making contact.
• Asking the right questions.
• Managing obstacles to mutual understanding.
• Using the right techniques to achieve empathic listening.

Target Audience

Anyone who works in direct contact with customers.

Accreditation

PMI accreditation: earn 0.5 PDU points from PMI.