Customer Relationship Skills Training

Build customer advocacy skills as a brand differentiator. Hands-on exercises with realistic internal and external customer scenarios accelerate adoption of valuable capabilities. Develop strong customer relationship skills to bring your customer experience strategies to life.

ClearAction offers live online, in-person, and on-demand workshops to:
  • Expand your colleagues' customer experience management (CEM) skills
  • Build customer relationship and creativity skills among all functional areas
  • Align internal CEM with external CEM
  • Enable organization-wide CEM ownership and improvement
Let us know your specific situation (key business problem, attendees' backgrounds & roles, locations, urgency) and we will customize topics such as the following to meet your needs:

Customer Communication Skills

Communication Skills

Effective communicators are skilled navigators of circumstances and personalities in receiving as well as sending messages.


The Power of Listening

Practice listening skills appropriate to the situation at hand, including nonverbal cues, the skills of empathy and silence, and advanced levels of listening that will propel your relationship growth.

The Power of Questions

Involve your client through appropriate questions that reveal the often unspoken issues, criteria, rationale, perceived risks, motives and vision that are germane to your mutual success.

The Power of Intended Outcome

Identify success factors for each client interaction, taking into account the expectations of each party, what to share or reserve, managing disengagement or resistance, and discovering underlying needs.

Balancing Open Dialog

Integrate communication techniques for various phases of discussion, using the exploring, stating and teaming dialog components appropriately.

Interaction BridgesTM

Learn techniques to use on-the-fly in navigating unexpected changes with clients or colleagues, or gaining cooperation from persons outside your line of authority during moments of impasse.

Personalities Under Stress

Recognize what stresses different thinking types and develop methods to transform yourself and others to a positive outlook during stressful situations.

Customer Relationship Skills

Relationship Skills

Trust is the defining factor for long-term relationships. Catalyze and manage bonds that transcend inevitable challenges.


Building Trust

Explore the character and competence dimensions of the trust you convey and tools for building credibility, managing commitments, maintaining standards, and demonstrating your trust in others.

Partnering Roles

Monitor your journey from expert-for-hire to trusted advisor by identifying your current level of partnership and growing the relationship through dimensions of expertise, process and people.

Sources of Influence

Measure your formal and informal sources of influence: positional, political, knowledge, relationship, and personal power ... and leverage your client's sources for win-win arrangements.

Building Client Relationships

Prioritize stretch goals for opportunities and relationships, thought leadership, team development, quality assurance, and commercial success; develop tools to monitor and celebrate success.

Customer Dyanmics Skills

Dynamics Skills

Anticipate connections and interactions within and between processes and groups, to maximize customer experience success.


Stakeholder Management

Map the players integral to an initiative and determine strategies to create a common vision and build momentum and success in achieving desired results.

Building Relationships With Each Buying Influence

Identify the players in your client organization in various roles of the buying decision, gain awareness of each role's care-abouts, and nurture your relationship with each client role.

Creating Value Through Systems Thinking

Optimize the value you bring to clients through big-picture techniques that accommodate critical system components through framing, analogies, patterns, perspectives, openness, and connectivity.

Learning From Challenges & Successes

Imagine yourself in the future with both positive and negative scenarios and ask "how did that happen?" to discover strategies to thwart competitors and build relationships.

Mastering Implementation

Bring action plans to life by integrating customer perspective, root cause analysis, metrics, execution specifics, and recognition on a single page as a living document that encourages follow-through.
New official website: http://ClearActionCX.com

80% of companies say customer experience strategies are a more important part of their organization's agenda. Companies that have increased their customer experience investment in the past 3 years, compared to those that have decreased their investment, report satisfaction scores that are 60% higher, and are 30% more likely to have less than 5% churn / attrition rates. (Strativity)

Optional Training Podcasts

Economical & Convenient:
  • A suite of customized lessons from customer relationship topics
  • Each lesson is a 3-5 minute MP3 podcast via RSS feed (sample)
  • Intuitive lessons menu for easy access en-route to customer meetings
Effective:
  • Specific tips challenge learners to apply principles immediately
  • Reinforce podcasts with text messages summarizing key points, online self-assessment exercises, wiki/online bulletin board for sharing experiences
Customized:
  • Lesson clusters for new-hire orientation, customer scenarios, etc.
  • Also use for internal customers: improve handoffs and harmony
  • Options: use your business vernacular, translate, etc.
  • Deepen professional capability without sacrificing productivity



Customer Relationship Training


Participants Said:

  • "I think the way you teach is excellent. I love your visual aids. You are very straightforward and easy to learn from."

  • "I want to let you know how much I loved your course. You are by far the best instructor I've ever had. I loved that you wanted us to succeed."
  • "I can see where a lot of departments could benefit and ultimately the entire corporation, too."
  • "The seminar that I attended was outstanding on many levels. Not only did I gain valuable insight into aspects of my personality and how I relate to others, but also I was taught in a lighthearted and understanding way so as to make it enjoyable."
  • "The workshop was absolutely fantastic. Throughout every step of the planning process, you were conscientious of the detailed needs of our group. Your presentation style was very engaging but even more importantly, very real. Attendees remarked to me about how much insight they gained. I would heartily recommend you to any organization that is hoping to gain expert knowledge from someone they can trust to deliver superior results."

Get ClearAction's Advice
OptimizeCX[@]ClearActionCX.com
tel +1 408 687 9700 (GMT -8.00)

Customer Experience Services

Explore ClearAction's consulting services:

eHandbook

Learn more about customer experience momentum:

Customer Experience Improvement Momentum eBook

Webcast

What it takes to be customer-centric:

Customer Centric Culture

Testimonials


"ClearAction provides a palette of practical, scalable approaches to effectively address each component of the customer experience."
— D. Wright, VP-Service Excellence, Washington Mutual

"The cross-functional collaboration necessary to successfully manage the customer experience requires big picture, systems thinking. ClearAction brings very practical, well-thought out approaches to get the internal cooperation needed. ClearAction's real-world experience in process improvement is obvious."
— L. Sharp, CEO Religence and author of Customer Relationship Intelligence: A Breakthrough Way to Measure and Manage Sales and Marketing

Case Studies

Scenario: A company with 22,000 employees wanted to invigorate its customer experience improvement program.

Solution: We engaged spokespersons from each business unit and branch office, and from key customers, in evaluating methodologies for data collection and reporting. We eliminated duplicated survey efforts, streamlined the survey suite to meet the needs of various purchase influencers, and updated the team recognition and bonus incentive programs.

Results: We improved customer participation in providing feedback, and achieved 100% employee participation in customer issue resolution and prevention.

Worksheet

How customer-centric is your company? Customer Experience Worksheet
(specify "Centric" in Specific Request box on Get ClearAction Advice form)