BE A TRUSTED ADVISOR FOR CUSTOMER-FACING PROFESSIONALS
DELIVERY MODE

In-Person

Virtual
OVERVIEW
This interactive virtual training series focuses on the mindset and skillset required to build successful long-term internal and external relationships by being a Trusted Advisor. Customer-facing professionals have many opportunities to build or erode trust, confidence, utilization of products and – ultimately – loyalty. Customer centric professionals require a mindset and best practices for partnering and collaborating in working with customers to drive to a positive solution.
Technical expertise is extremely important, but for technical professionals to be considered Trusted Advisors requires specific skillsets: understanding Working Styles, questioning, listening skills, aligning different perspectives, and defusing conflict in difficult situations.
KEY TOPICS
Customer Centric Mindset
- Challenges you face with your customers
- Customer focused terminology
- Why a Customer Centric Mindset is critical to staying competitive
- Three basic steps of Customer Centricity: See, Own, Do
- Three key skills: Earning Trust, Building Relationships, and Being Accountable
- Personal Benefits of Being a Customer Centric Professional
- Customer Centric attitudes and competencies
- Application of Customer Centric Mindset to your function and customers
Understanding Working Styles
- Why individual Working Styles are important to you
- Benefits of knowing the four different Working Styes
- Description of each Working Style
- Self-Assessment: Identify your Working Style
- Your Working Style benefits and drawbacks as you interact with customers
- Application of Working Styles to customer situations
Effective Communication
- Communication challenges with internal and external customers
- Communication skills create your success and career progression
- Ways to acknowledge and address different perspectives
- DO’s and DON’Ts of your communication mediums
- Customer Centric Communication Model: Balance Inquiry and Advocacy
- Inquiry skills to question and analyze customer’s situation
- Advocacy skills to satisfy customer’s request
- “Yes, if….” responses to tough situations
- The FroMLE techniques to approach difficult customer conversations
- Apply communication skills to challenging customer situations
- Play the ABCDE Communication Game
Handle Upset Customers and Problems
- The steps of A-DANCE Model to address a customer’s emotion and difficult problem
- Application of the learned Trusted Advisor skillset and best practices
- Customer role plays to practice the integration of the Trusted Advisor skillset and A-DANCE Model
- Personal action plan to Be A Trusted Advisor
RAVE REVIEWS
- “The instructor was fantastic and makes the whole program fun and interesting!” Synopsys
- “This course is great for everyone in customer-facing positions. It’s helpful to understand my working style and the ability to adapt to the different working styles of my peers and customers in handling challenging situations.” Synopsys
- “This training helps me to have better control with facing emotional and upset customers because we have some!” Cadence Design
- “Asking key questions is useful to help me understand better the different perspectives of the same problem.” Cadence Design
- “Most valuable were the exercises and roleplays where we could apply the skills and techniques we learned.” Synopsys
- “Best practices in dealing with internal and external customer scenarios – four working styles/ perspectives/ What if… /A-DANCE Model/ because this helps you to improve oneself in the AE side because your job is to deal with all types of customers.” Synopsys