Training

DON'T PITCH. TALK TO THE PERSON.

15 communication mistakes that cost you a customer relationship.

Hardi Kinnas × BrandCodex

We talk about being customer-focused all the time. But how well do we actually listen? Why does a customer get different answers from different people? And why do we consider so many bad communication habits perfectly normal?

Throughout my career, I have seen how much depends on the way we talk to people, listen to them and understand them.

Now I am taking a closer look at 15 habits that can cost us customers.

Introduction video1 min 13 sec · English subtitles

What to expect?

15 practical lessons in customer communication, covering things we rarely talk about.

We look at how to listen better, ask the right questions, explain your thinking, handle difficult conversations and keep a customer's trust.

For each topic, I show what usually goes wrong, how to do it better and what you can try straight away.