Effective Training Associates

Be a Trusted Advisor for Customer-Facing Professionals

Be a Trusted Advisor for Customer-Facing Professionals

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

View Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials

Testimonials