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.

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.

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 Bridges^TM

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.

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.

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.