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Skill-Building to Support Customer Retention Strategies

Build customer advocacy skills as a brand differentiator.
Use hands-on exercises to adopt valuable capabilities.
Real-time podcast training or succinct workshops.

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.

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.

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.

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.

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.

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.

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

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.

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.

WHAT PARTICIPANTS HAVE SAID:

"It was fairly fast-paced, and I feel that Lynn was very good and very informative. I enjoyed it."

"I think that the way Lynn teaches is excellent. I love her visual aids. She is very straightforward and easy to learn from."

"Out of all the teachers I've had I feel like your system is the best."

"Strengths were lots of examples, Lynn's willingness to elaborate, and Lynn's personal experience."

"I was happy with this course. Lynn's approach is working and helps students absorb material."

"I would like to take the opportunity to thank you very much for the enjoyable course; you made the subject very understandable."

"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."

"Shows you how to first 'think out' what you are going to do before doing it."

"Understanding provided that a survey is the beginning of a process improvement that I can drive through the organization."

"I can see where a lot of departments could benefit and ultimately the entire corporation, too."

"This course is the most interesting compared to all the others I've taken. I really enjoyed the structure and the types of assignments and exercises."

"This is my best course from all the others that I have had. There is always something to look forward to."

"Lynn's indepth knowledge and experience in the marketing world is a tremendous asset. She has proven to be a very conscientious instructor who wants to provide real world, practical experience to her students." - Melanie Meyer, Department Chair, Mission College

"When asked why I have taken every class Ms. Hunsaker has taught at San Jose State University, I answer: It is because I have never had a teacher as dedicated to her students as Ms. Hunsaker. She goes beyond what is necessary to meet every students individual learning style in all of her classes to ensure every student succeeds." - Nathaniel Montgomery, Chairman, A Single Light

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