Customer Conversations – Webinar (22 Sep)

Practical Tools to Build Confidence, Trust and Customer Connection

Customer expectations continue to rise. Customers want quick, personalised support, and many conversations begin when someone is already feeling frustrated, concerned or uncertain.

So, how can we approach these conversations with greater confidence, empathy and professionalism?

Join us for this practical webinar, where we’ll explore two tools that can help customer service professionals create better conversations and build stronger customer relationships:

• The Ladder of Inference – recognise the assumptions we make and use curiosity to better understand the customer’s perspective.
• The 3 Level Technique – develop more accurate and deeper probing questions to uncover your customer’s feelings, values and attitudes, helping you build a fuller picture of their perspective and needs.

You’ll gain practical techniques that you and your team can apply immediately in customer interactions, while also exploring how these skills form part of our Professional Development Pathway.

Whether your team works directly with customers every day or supports customer outcomes as part of their role, this session will provide practical approaches to help your people communicate with confidence, build trust and create better customer experiences.

Want to explore these tools further?

The Ladder of Inference and 3 Level Technique are also explored as part of our Customer Service Impact course. If you’d like to develop these skills in more depth, we’re running an open course on 29 Sept and 13 Oct and/or speak to your Client Development Director (available to members only)