Onsite Course Description

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Be a Trusted Advisor

Length
1 day

Overview
As a customer-facing professional, you have many opportunities to build or erode your customer’s trust, confidence, utilization of products and – ultimately – loyalty. Having the technical knowledge is extremely important. But to be considered a Trusted Advisor by your customer requires focused questioning and listening skills, coordinated teamwork with internal and external resources and points of contact and the ability to remain calm and defuse conflict in crisis situations.

 
In this highly-interactive workshop, you will begin to develop yourself as a Trusted Advisor to your internal and external customers. You’ll learn and practice models for specific situations. And you’ll identify the areas for which developing your skills will make the biggest difference.

 

Course Outline

The Trusted Advisor Advances the Customer Relationship

  • Examine good versus poor customer experiences
  • Understand the Trusted Advisor EBA Principles: Earn Trust, Build Relationships, Give Advice Effectively

Working Styles

  • Examine 4 Working Styles to maximize communication and decision-making effectiveness
  • Understand innate communication preferences to build relationships, minimize conflict and maximize productivity

Best Practices: Communication Skills for the Trusted Advisor

  • Listen to understand and provide effective advice
  • Communication dos and don’ts
  • Email, text, telephone and voicemail best practices

Teamwork for Customer Success

  • Handoffs: Smooth Transitions
  • Seek Different Perspectives

Manage Customer Complaints: DANCE model

  • Understand the steps of the DANCE model that brings the skills and best practices together
  • Practice, review and receive feedback on DANCE model case study
  • Apply DANCE model in real-time customer challenges

Course Outline

The Trusted Advisor Advances the Customer Relationship

  • Examine good versus poor customer experiences
  • Understand the Trusted Advisor EBA Principles: Earn Trust, Build Relationships, Give Advice Effectively

Working Styles

  • Examine 4 Working Styles to maximize communication and decision-making effectiveness
  • Understand innate communication preferences to build relationships, minimize conflict and maximize productivity

Best Practices: Communication Skills for the Trusted Advisor

  • Listen to understand and provide effective advice
  • Communication dos and don’ts
  • Email, text, telephone and voicemail best practices

Teamwork for Customer Success

  • Handoffs: Smooth Transitions
  • Seek Different Perspectives

Manage Customer Complaints: DANCE model

  • Understand the steps of the DANCE model that brings the skills and best practices together
  • Practice, review and receive feedback on DANCE model case study
  • Apply DANCE model in real-time customer challenges

Course Outline

The Trusted Advisor Advances the Customer Relationship

  • Examine good versus poor customer experiences
  • Understand the Trusted Advisor EBA Principles: Earn Trust, Build Relationships, Give Advice Effectively

Working Styles

  • Examine 4 Working Styles to maximize communication and decision-making effectiveness
  • Understand innate communication preferences to build relationships, minimize conflict and maximize productivity

Best Practices: Communication Skills for the Trusted Advisor

  • Listen to understand and provide effective advice
  • Communication dos and don’ts
  • Email, text, telephone and voicemail best practices

Teamwork for Customer Success

  • Handoffs: Smooth Transitions
  • Seek Different Perspectives

Manage Customer Complaints: DANCE model

  • Understand the steps of the DANCE model that brings the skills and best practices together
  • Practice, review and receive feedback on DANCE model case study
  • Apply DANCE model in real-time customer challenges

Course Outline

The Trusted Advisor Advances the Customer Relationship

  • Examine good versus poor customer experiences
  • Understand the Trusted Advisor EBA Principles: Earn Trust, Build Relationships, Give Advice Effectively

Working Styles

  • Examine 4 Working Styles to maximize communication and decision-making effectiveness
  • Understand innate communication preferences to build relationships, minimize conflict and maximize productivity

Best Practices: Communication Skills for the Trusted Advisor

  • Listen to understand and provide effective advice
  • Communication dos and don’ts
  • Email, text, telephone and voicemail best practices

Teamwork for Customer Success

  • Handoffs: Smooth Transitions
  • Seek Different Perspectives

Manage Customer Complaints: DANCE model

  • Understand the steps of the DANCE model that brings the skills and best practices together
  • Practice, review and receive feedback on DANCE model case study
  • Apply DANCE model in real-time customer challenges