Onsite Course Description

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Be a Trusted Advisor

Length
2 days

Overview
This course focuses on the mindset and skill-set 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 service 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 and job performance
  • Apply Communication Best Practices for Email, Text, Telephone, and Voicemail
  • Learn the basics of Emotional Intelligence and how EI can be leveraged to increase your effectiveness as a Trusted Advisor
  • Apply A DANCE Model to client-specific internal/external customer issues and challenging situations

 

Two-Day Course Outline

Day One: The Role and Skills of a Trusted Advisor

The Trusted Advisor Advances the Customer Relationship

  • Understand the Trusted Advisor EBA Principles: Earn Trust, Build Relationships, Give Advice Effectively
  • 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
  • Four types of Customer-Advisor Relationships

Understanding 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

  • A Cultural Approach on Task vs. Relationship
  • Concise vs. Conversational Communication
  • 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

Day Two: Applying Trusted Advisor Skills

Understand Emotional Intelligence

  • Defining Emotional Intelligence
  • Self-Assessment: Emotional Intelligence Characteristics
  • Acknowledge Customer’s Frustrations and Feelings

Seek Different Perspectives

  • First, Seek to Understand Different Points of View
  • Deal 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
  • Apply A DANCE Model in Real-Time Customer Challenges

Two-Day Course Outline

Day One: The Role and Skills of a Trusted Advisor

The Trusted Advisor Advances the Customer Relationship

  • Understand the Trusted Advisor EBA Principles: Earn Trust, Build Relationships, Give Advice Effectively
  • 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
  • Four types of Customer-Advisor Relationships

Understanding 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

  • A Cultural Approach on Task vs. Relationship
  • Concise vs. Conversational Communication
  • 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

Day Two: Applying Trusted Advisor Skills

Understand Emotional Intelligence

  • Defining Emotional Intelligence
  • Self-Assessment: Emotional Intelligence Characteristics
  • Acknowledge Customer’s Frustrations and Feelings

Seek Different Perspectives

  • First, Seek to Understand Different Points of View
  • Deal 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
  • Apply A DANCE Model in Real-Time Customer Challenges

Two-Day Course Outline

Day One: The Role and Skills of a Trusted Advisor

The Trusted Advisor Advances the Customer Relationship

  • Understand the Trusted Advisor EBA Principles: Earn Trust, Build Relationships, Give Advice Effectively
  • 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
  • Four types of Customer-Advisor Relationships

Understanding 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

  • A Cultural Approach on Task vs. Relationship
  • Concise vs. Conversational Communication
  • 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

Day Two: Applying Trusted Advisor Skills

Understand Emotional Intelligence

  • Defining Emotional Intelligence
  • Self-Assessment: Emotional Intelligence Characteristics
  • Acknowledge Customer’s Frustrations and Feelings

Seek Different Perspectives

  • First, Seek to Understand Different Points of View
  • Deal 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
  • Apply A DANCE Model in Real-Time Customer Challenges

Two-Day Course Outline

Day One: The Role and Skills of a Trusted Advisor

The Trusted Advisor Advances the Customer Relationship

  • Understand the Trusted Advisor EBA Principles: Earn Trust, Build Relationships, Give Advice Effectively
  • 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
  • Four types of Customer-Advisor Relationships

Understanding 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

  • A Cultural Approach on Task vs. Relationship
  • Concise vs. Conversational Communication
  • 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

Day Two: Applying Trusted Advisor Skills

Understand Emotional Intelligence

  • Defining Emotional Intelligence
  • Self-Assessment: Emotional Intelligence Characteristics
  • Acknowledge Customer’s Frustrations and Feelings

Seek Different Perspectives

  • First, Seek to Understand Different Points of View
  • Deal 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
  • Apply A DANCE Model in Real-Time Customer Challenges