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Be a Trusted Advisor


April 2
9AM-5PM

Nutanix
1740 Technology Drive, Ste. 150
San Jose, CA 95110 United States

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No of attendees
25 available
EARLY BIRD RATE - $450 if enrolled by 3/19. After 3/19 fee is List Price of $500.$450.00

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No of attendees
25 available
HOST COMPANY / IEEE MEMBER DISCOUNT - Employees of these companies: Exponent, Inphi, Nutanix, NVIDIA, SEMI.org, ServiceNow, Synopsys and TDK InvenSense OR members of IEEE may enroll any time prior to class.$450.00

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Length
1 day

Overview: 

This course 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 the customer’s trust, confidence, utilization of products and – ultimately – loyalty.

Technical expertise is extremely important, but for technical professionals to be considered Trusted Advisors requires focused questioning and listening skills, expressed empathy, coordinated teamwork with internal and external resources, and the ability to defuse conflict in difficult situations.

In this highly-interactive workshop, participants learn and practice models for specific customer situations and identify the areas for which developing their skills will make the biggest difference.

Learning Objectives:
By the end of the class, participants will:

    • Understand the business and personal benefits of being a Trusted Advisor
    • Learn the four Working Styles and how incorporating knowledge of these Styles can improve customer relationships
    • Apply Communication Best Practices for Email, Text, Telephone and Voicemail
    • Apply A DANCE Model to angry customer issues and challenging situations

One Day Course Outline:

The Trusted Advisor Advances the Customer Relationship

  • Understand the EBA Principles: Earn Trust, Build Relationships, Give Advice Effectively
  • Four Types of Customer-Advisor Relationships
  • The Trusted Advisor Consistently Demonstrates:
  • Creativity and flexibility to find new solutions and options for customers
  • Personal vision to see possibilities that address complex situations
  • Communication skills including excellent listening and questioning skills
  • Adaptability and flexibility to changing scope and requirements
  • Partnership and collaboration in working with customers toward possible solutions

Understand Working Styles

  • Self-Assessment: What is Your Preferred Working Style
  • Know your Working Style Strengths and Drawbacks
  • Recognize the Working Style of Your Team and Customers
  • Demonstrate Adaptability to Influence Others

Best Practices: Communication Skills 

  • Balance Between Inquiry and Advocacy
  • Five Communication Stoppers: Lack of Self-Awareness
  • Use Open-Ended and Closed-Ended Questions
  • Before You Say “No” … Say This…
  • Best Practices: Email, Text, Telephone and Voicemail

Seek Different Perspectives

  • First, Seek to Understand Different Points of View
  • Demonstrate empathy with an Angry Customer
  • Active Listening Skills

Handle Customer Complaints: A DANCE Model

  • Apply the Steps of A DANCE Model to Bring the Trusted Advisor Skill-Set and Best Practices Together
  • Customer Case Study using A DANCE Model
  • Role Plays using A DANCE Model to Handle Difficult Customers or Situations