Customer Tells: Meeting and Exceeding Customer Expectations
Customer Tells will help you build better relationships with existing clients and develop key skills to understand the needs and exceed the expectations of new customers. Based on thousands of hours of customer service training, Customer Tells includes two core parts. In the first half of the presentation, using listening skills, conflict resolution and win-win conversation participants learn to pick up key traits about internal and external customers including their priorities, needs, and expectations. Then participants will learn the advanced skills in reading customers moment to moment to pick up such reactions as impatience, buying signals, and frustration. Finally participants will engage in an introspective process to not only understand their own personality and communication style but to read and adapt to the style of their customers. I have co-authored the book Customer Tells (Kaplan, 2007) that delves deeply into initiating and improving relationships with internal customers, external customers, family, and friends.
Key Phrases
- Customers will “tell” you how to sell them
- People do things for their reasons not yours
- Seek first to understand before you seek to be understood
- If the only tool you have is a hammer, the whole world looks like a nail
The Fundamentals
- Following the Golden Rule: Treat People How You Want to be Treated
- Learn to use the skill of proactive Self-Talk to effectively generate positive attitudes in the customer interactions
- Learn how to handle a customer’s negative emotions
- Learn the skill of Active Listening
- Understand the Psychology and “Vicious Cycles” of Conflict
- Conflict resolution and prevention skills
- How to deliver “Soft No’s”
- Using Win-Win vocabulary
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