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