Customer-Focused Communication: Module1 - Manage Your Intended Outcomes - SAMPLE

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

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

Beware of jumping to conclusions
2 Check Your Assumptions
3
4
5
6
Modules:

Make it easy for customers to share their thoughts
3 Ask the Right Questions
4
5
6
Modules:

Pay attention to customers’ tone, body language, and underlying message
4 Listen Effectively
5
6
Modules:

Be perceived as you intend via email or telephone communication
5 Communicate Accurately Remotely
6
Modules:

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:

What is Customer-Focused Communication?
all other concerns
Customer must be your
primary focus
Everything else is secondary

Primary
Motives
Secondary
Motives
Get work done,
get bonus &
get promotion

Primary
Motives
Secondary
Motives
Make it easier & nicer
for customers
to get & use solutions
Get work done,
get bonus &
get promotion

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?

Intended Outcome
= the reason for the
discussion
Purpose
What is an Intended Outcome?
Start
• Stated generally
• Sets meeting tone

Intended Outcome
discussion
Purpose
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

Intended Outcome
discussion
Purpose
Plan for Your Next Customer Conversation
= the result you hope
to achieve
• _________
• _________
• _________
• _________
• _________
• _________
• _________
• _________

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

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

• 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

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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Employee Engagement in Superior
Customer Experience: 4 Overlooked Key
Competencies for Sustainable Results
Resources about customer experience optimization
See more at
http://ClearActionCX.com/best-practices
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Contact us today:
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www.ClearActionCX.com/best-practices
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Customer-Focused Communication: Module1 - Manage Your Intended Outcomes - SAMPLE

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Customer-Focused Communication: Module1 - Manage Your Intended Outcomes - SAMPLE