Tel: 0844 394 8877
Customer Service > Courses
This fast paced, interactive programme is designed to give people, who have had little (or no) exposure to influencing and customer care strategies, knowledge of the core techniques for building strong client relationships. Learning these methods increases the chances of a good outcome for any given project and so enhances the probability of winning additional business. The workshop will help participants to build rapport with clients; analyse customer requirements and explain their solutions in a highly persuasive manner. Attendees will also master the ability to develop strategies for planning and running highly effective customer meetings.
By attending this highly interactive one-day course you will:
Project, R&D, IT, technical and sourcing staff who are actively engaged with supporting customer projects and who need to understand the core influencing strategies that will enable them to communicate effectively with their clients and achieve mutually beneficial outcomes.
In advance of the workshop delegates will be asked to set detailed ‘learning goals’ for how they want to develop their interpersonal skills when dealing with their customers.
Initial role-plays, based on running a customer meeting, in order to assess the current skill levels of the participants and help to define learning goals and development needs.
People respond well to people they like and trust so here we look at building compelling customer relationships.
This set of tools is concerned with asking high quality questions that map out what the client needs to see, hear or feel in order to know that their concerns have been fully understood and their expectations met.
Having a ‘tool box’ of highly effective communication techniques for dealing with difficult situations (including saying ‘no’ to unreasonable requests) and for reaching agreement on action points and timelines.
Learning how to plan for a customer meeting so that all of the company’s employees have a common understanding of the issues and have an agreed strategy for taking things forward when they are sitting across the table from their clients.
Running a customer meeting in order to put into practise the lessons from the training.
All our programmes are run on an in-house basis and (where appropriate) we conduct interviews and facilitate focus groups to gather information with which to write bespoke case studies that precisely reflect the culture and work environment of the participants.
Feedback is based upon peer review using a Boulden assessment checklist. Completing the assessment checklist is not only valuable to the people involved in a given case study, it also helps those completing them to gain an in-depth understanding of the building blocks that make up excellent customer engagement.
There is an option of following the workshop with a three month long Action Learning project to link the lessons from the training back into the workplace. If this option is selected there is a closure workshop at the end of the project phase where delegates present how they have applied the techniques learned on the course into their daily work routines.
To talk to us about our range of courses contact
Boulden Management Consultants:
via our Contact form
Tel: 0844 394 8877