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BE A TRUSTED ADVISOR FOR CUSTOMER-FACING PROFESSIONALS
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DELIVERY MODE
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hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_transition_offset=”0″ scroll_offset=”0″ animation_direction=”left” animation_speed=”0.3″ filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ 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OVERVIEW
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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.
[/fusion_text][/fusion_builder_column][fusion_builder_column type=”1_1″ layout=”1_1″ background_position=”left top” border_style=”solid” border_position=”all” spacing=”yes” background_repeat=”no-repeat” margin_top=”0px” margin_bottom=”0px” animation_speed=”0.3″ animation_direction=”left” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” center_content=”no” last=”true” hover_type=”none” first=”true” min_height=”” link=”” background_blend_mode=”overlay”][fusion_text rule_style=”default” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”kt” margin_right=”0px” margin_bottom=”0px” animation_direction=”left” animation_speed=”0.3″]
KEY TOPICS
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Customer Centric Mindset
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- 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
[/fusion_text][fusion_text rule_style=”default” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”subkt” margin_right=”0px” margin_bottom=”0px” animation_direction=”left” animation_speed=”0.3″]Understanding Working Styles[/fusion_text][fusion_text rule_style=”default” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”kttext” animation_direction=”left” animation_speed=”0.3″]
- 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
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Effective Communication
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- 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
[/fusion_text][fusion_text rule_style=”default” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”subkt” margin_right=”0px” margin_bottom=”0px” animation_direction=”left” animation_speed=”0.3″]
Handle Upset Customers and Problems
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- 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
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RAVE REVIEWS
[/fusion_text][fusion_text columns=”” column_min_width=”” column_spacing=”” rule_style=”” rule_size=”” rule_color=”” hue=”” saturation=”” lightness=”” alpha=”” content_alignment_medium=”” content_alignment_small=”” content_alignment=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” class=”kttext” id=”” margin_top=”” margin_right=”” margin_bottom=”” margin_left=”” fusion_font_family_text_font=”” fusion_font_variant_text_font=”” font_size=”” line_height=”” letter_spacing=”” text_transform=”none” text_color=”#ffffff” animation_type=”” animation_direction=”left” animation_speed=”0.3″ animation_offset=””]
- “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
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