Customer Service Training

Gaining new customers is difficult enough. Developing loyal customers presents an additional series of challenges. Loyal customers demand time, access, information and even sacrifices. Satisfying these demands often hinges on how products and services are delivered more than the products or services themselves. In return, loyal customers reward their partners with extended contracts, innovative ideas, dismissed competitive offers and understanding price and product changes. Executives and service representatives who apply this long-term perspective to all of their customer interactions consistently develop the loyalty necessary to sustain their businesses.

Customers don’t always make it easy to provide them with exemplary customer service. Executives and service representatives can get distracted by a customer’s volume, tone, demands or threats. These distractions often focus their attention on ending the discomfort as opposed to creating additional value. The Disciplined Listening Customer Service Method is designed to enhance customer relationships by using enhanced listening and questioning skills to approach every issue as an opportunity to create new value.

Customers are consistently sharing clues to what they need, in both good times and bad. Executives and representatives who are prepared enough to observe these clues, aware enough to take advantage of them and calm enough to influence their customers’ perspectives will cultivate long term business relationships.

The Disciplined Listening Method | Customer Service Training

Life is a series of solvable problems. Executives and service representatives can choose to focus on the problems or focus on the solutions. InQuasive’s team built their careers on their ability to quickly identify previously unforeseen opportunities to create value under stressful circumstances. They understand executives and service representatives experience increasing pressure as customers are more educated and empowered than ever before because of the information and alternatives they have access to.

Michael Reddington, CFI created the Disciplined Listening Customer Service Method to provide executives, service representatives and business development professionals with the advantages they need to connect with their audiences, strengthen relationships, uncover new alternatives, and influence agreements. The Disciplined Listening Method integrates current business communication research and best practices with the key components of four non-confrontational interview and interrogation techniques to instill the skills necessary for all participants to activate the truth with the application of strategic, ethical persuasion techniques.

Every Disciplined Listening customer service training engagement is custom designed to integrate each clients’ core beliefs, current challenges business goals and terminology. The key lessons are reinforced with custom case study reviews, group interactions, video reviews, participant handouts, practical applications and lecture. At the conclusion of this engagement all participants will walk away with new tools, perspectives and techniques including how to:

• Understand the underlying motivations, perspectives and fears driving customer interactions
• Embrace the customers’ perspectives
• Identify when the most common cognitive biases are impacting their judgements
• Recognize the reaction process that drives them from observation to action
• Increase their situational awareness
• Set value based goals for their conversations
• Enhance relationships by consistently communicating to develop trust
• Apply the communication techniques Certified Forensic Interviewers rely on to establish unexpected bonds
• Execute the six core behaviors of Disciplined Listening
• Encourage their audiences to protect their self-images at all times
• Enlighten new paths to agreements by optimizing objections
• Uncover critical information with the preferred questioning techniques of Certified Forensic Interviewers
• Consistently secure business agreements by applying the Disciplined Listening Sales Method

InQuasive’s customer service training courses are specifically developed and facilitated for each client to assist with program implementation and content application. Our commitment begins with our training programs and continues through supporting each attendee’s skill and confidence development.

Learn more about the philosophies and lessons behind Disciplined Listening on our blog.

To learn more about collaborating with InQuasive to create custom engagements and develop teams of Disciplined Listeners contact Michael Reddington, CFI at +1 (704) 256-7116 or mreddington@inquasive.com.