Tel: 0844 394 8877
This fast paced, remote training programme, is designed to give participants a firm grasp of the key skills needed to demonstrate to customers that their needs are being met and their concerns are being taken seriously – in a virtual setting.
It is aimed at Project Managers and Technical Specialists who have direct contact with customers as a product or service is delivered. Mastery of these skills reduces the risk of contracts being lost because clients feel they are being neglected, and increases the chances of a win/win outcome for any given project, while boosting the likelihood of repeat business.
The training will help participants to build strong client relationships by being empathetic; demonstrating powerful communication skills that show a real sense of commitment to helping clients achieve their goals. It will also help delegates to understand how to tailor their solutions so that they clearly connect with customer requirements.
By attending this highly interactive remote course you will:
Project Managers, Account Managers, R&D and Technical Specialists who are actively engaged with supporting customer projects and who need to be able to show that they are sincerely working to satisfy their needs – in a remote environment.
Build a great customer experience
Understanding what it takes to build and curate a first-class service experience for the customer.
How to make an instant impact on the customer, talk with ‘gravitas’ and build rapport.
Persuasive language is about being able to put your ideas across powerfully in the virtual environment by using:
The Group Coaching Session is chance to recap on the tools covered to date and do some additional (refresher) exercises. We also introduce a ‘bonus’ technique for handing conflict - the ‘Three-Step Assertive Technique’. In addition, participants share their experiences of applying the tools from the training in real life situations and have the opportunity to get guidance on any thorny issues that have been encountered.
Learning the key elements involved in (i) preparing and (ii) running a high impact remote meeting.
Six-Stage Planning Process
Five stages of running the Customer Meeting
Learning techniques for dealing with customers via email, video and teleconferences.
Delegates take part in role plays that involve them using the tools they have been taught to (i) plan and (ii) run a customer meeting. They then get detailed feedback on their performance.
This session is about assessing the overall impact of the training.
Each person writes a 3-minute-long speech that covers their experiences of trying out the tools of Customer Focus in real life scenarios.
On the videoconference call one person gives their prepared 3-minute speech (3MT). The group discusses the speech and make comments and asks questions of the presenter. The presenter may ask for help or guidance from the group and can also (if they wish) ask questions about the tools and techniques.
We continue with this process (Speech + Discussion) until everyone has had a turn to present and has been given feedback.
This programme is delivered in a remote format.
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 reviews using Boulden Assessment Checklists. Completing the Boulden Assessment Checklists 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 skills used by communicators who demonstrate impact and presence.
The workshop can be followed by a 3/4-month-long group coaching activity (using the Action Learning Philosophy). This involves delegates trying out the skills from the workshop in real life situations and getting support and guidance from their peers and the consultant as they do so. If this option is selected there is a Closure Workshop at the end of the coaching phase where delegates present how they have applied the techniques learned on the course into their daily work routine (using the Most Significant Change methodology).
Further information on this course is available by contacting
Boulden Management Consultants:
via our Contact form
Tel: 0844 394 8877