This sample gives you an idea of how easy it is for your employees to learn valuable skills to become more customer-focused. Designed for immediate on-the-job application for both external and internal customer communications, this online course includes post-module quizzes and activities (plus optional: topic mastery certificate, based on participant's answers to essay questions and examples of skill deployment in their job). See http://ClearActionCX.com

1. www.ClearActionCX.com
Customer-Focused Communication
Module 1:
Manage Your Intended Outcomes

2. © Copyright 2013 ClearAction LLC. All rights reserved.
Customer-Focused Communication
Keep your objective in mind during conversations with your customer
1 Manage Your Intended Outcomes
2
3
4
5
6
Modules:

3. © Copyright 2013 ClearAction LLC. All rights reserved.
Customer-Focused Communication
Keep your objective in mind during conversations with your customer
1 Manage Your Intended Outcomes
Beware of jumping to conclusions
2 Check Your Assumptions
3
4
5
6
Modules:

4. © Copyright 2013 ClearAction LLC. All rights reserved.
Customer-Focused Communication
Keep your objective in mind during conversations with your customer
1 Manage Your Intended Outcomes
Beware of jumping to conclusions
2 Check Your Assumptions
Make it easy for customers to share their thoughts
3 Ask the Right Questions
4
5
6
Modules:

5. © Copyright 2013 ClearAction LLC. All rights reserved.
Customer-Focused Communication
Keep your objective in mind during conversations with your customer
1 Manage Your Intended Outcomes
Beware of jumping to conclusions
2 Check Your Assumptions
Make it easy for customers to share their thoughts
3 Ask the Right Questions
Pay attention to customers’ tone, body language, and underlying message
4 Listen Effectively
5
6
Modules:

6. © Copyright 2013 ClearAction LLC. All rights reserved.
Customer-Focused Communication
Keep your objective in mind during conversations with your customer
1 Manage Your Intended Outcomes
Beware of jumping to conclusions
2 Check Your Assumptions
Make it easy for customers to share their thoughts
3 Ask the Right Questions
Pay attention to customers’ tone, body language, and underlying message
4 Listen Effectively
Be perceived as you intend via email or telephone communication
5 Communicate Accurately Remotely
6
Modules:

7. © Copyright 2013 ClearAction LLC. All rights reserved.
Customer-Focused Communication
Keep your objective in mind during conversations with your customer
1 Manage Your Intended Outcomes
Beware of jumping to conclusions
2 Check Your Assumptions
Make it easy for customers to share their thoughts
3 Ask the Right Questions
Pay attention to customers’ tone, body language, and underlying message
4 Listen Effectively
Be perceived as you intend via email or telephone communication
5 Communicate Accurately Remotely
Achieve your intended outcome while building trust and strengthening the
customer relationship
6 Communicating with Customer-Focus
Modules:

8. © Copyright 2013 ClearAction LLC. All rights reserved.
What is Customer-Focused Communication?
all other concerns
Customer must be your
primary focus
Everything else is secondary

9. © Copyright 2013 ClearAction LLC. All rights reserved.
What is Customer-Focused Communication?
Primary
Motives
Secondary
Motives
Get work done,
get bonus &
get promotion

10. © Copyright 2013 ClearAction LLC. All rights reserved.
What is Customer-Focused Communication?
Primary
Motives
Secondary
Motives
Make it easier & nicer
for customers
to get & use solutions
Get work done,
get bonus &
get promotion

11. © Copyright 2013 ClearAction LLC. All rights reserved.
What is Customer-Focused Communication?
Yes,
Customer
-focused
Think of a time when you
were a customer somewhere:
Not
Customer
-focused
• _________
• _________
• _________
• _________
• _________
• _________
• _________
• _________
How did you feel when they were
focused on you as a customer, or not?

12. Intended Outcome
= the reason for the
discussion
Purpose
© Copyright 2013 ClearAction LLC. All rights reserved.
What is an Intended Outcome?
Start
• Stated generally
• Sets meeting tone

13. Intended Outcome
= the reason for the
discussion
Purpose
© Copyright 2013 ClearAction LLC. All rights reserved.
What is an Intended Outcome?
= the result you hope
to achieve
Start Finish
• Initially unstated
• Agreed-on
specific next steps
• Stated generally
• Sets meeting tone

14. Intended Outcome
= the reason for the
discussion
Purpose
© Copyright 2013 ClearAction LLC. All rights reserved.
Plan for Your Next Customer Conversation
= the result you hope
to achieve
• _________
• _________
• _________
• _________
• _________
• _________
• _________
• _________

15. © Copyright 2013 ClearAction LLC. All rights reserved.
Anticipate Your Customers’ Needs &
Expectations
• Underlie the wants
• Often stated as concerns
• Can be met many ways
Wants
Needs
• Specific request
• Can be met only 1 way

16. © Copyright 2013 ClearAction LLC. All rights reserved.
Anticipate Your Customers’ Needs &
Expectations
• What they expect
you to say, share,
and do
• Underlie the wants
• Often stated as concerns
• Can be met many ways
Expectations
Wants
Needs
• Specific request
• Can be met only 1 way

17. © Copyright 2013 ClearAction LLC. All rights reserved.
• They will ask:
_________________
• They want to hear:
_________________
• They want to see:
_________________
• They want us to do:
_________________
• Their concerns:
_________________
_________________
_________________
Expectations
Wants
Needs
• They requested:
_________________
_________________
Plan for Your Next Customer Conversation

18. To continue the remaining pages
of this module, please let us know that you
would like to enroll your staff in this course
OptimizeCX@ClearActionCX.com
tel +1 408 687 9700

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Metrics You Can Manage For Success
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Employee Engagement in Superior
Customer Experience: 4 Overlooked Key
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Resources about customer experience optimization
See more at
http://ClearActionCX.com/best-practices
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20. Do you like these concepts?
Let us help you master them
to increase your company’s growth!
Contact us today:
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tel +1 408 687 9700

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23. © Copyright ClearAction LLC. All rights reserved.

24. For More About Customer Experience:
www.ClearActionCX.com/best-practices
OptimizeCX@ClearActionCX.com
tel +1 408 687 9700