Mind your language
Featured in the Creative Customer Contact training manual
By Carole Williams
Category: Customer Service
Credit price: 3 download credits (Single user)
What you say and how you say it has a profound effect on the people around you. Service providers can get much more specific information out of their customers by listening to what they say and then responding and asking the right questions to get the information. Service providers have a responsibility to listen to their customer and to find a way to compel them to listen. This training activity focuses on the use of words and their impact on the customer. It also explores how you can help participants to tune into the language their customer is using more effectively, to give them what they need and want.
You begin this training activity by guiding the participants through a series of exercises which demonstrate the importance of language used with customers. It begins with a warm-up on listening skills and moves through perception, checking understanding, identifying language patterns and language mismatch.
Who is it for: This training activity is intended for use by trainers to give participants an insight into the way they use words and to help them develop confidence in handling customer communications.
- Themes:
- Communication skills,
- Customer service,
- Listening skills,
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 20 |
| Typical Duration: | 02:10:00 |
| No of Pages: | 20 |
Resources: View standard resources for Fenman training activities
Additional resources: One blindfold for each participant.
Purpose: This training activity can be used as a stand-alone activity or as part of a wider customer service programme.
Download the training activity, Mind your language as featured in the Fenman training manual; Creative Customer Contact