How to Develop More Valuable Customer Relationships

Becoming a Trusted Advisor: How to Develop More Valuable Customer Relationships

In competitive times like these, customers are constantly reevaluating service providers and vendors. Developing a solid rapport with customers is the key to achieving stability and growing business. This workshop shows you the principles and practices of moving from being just a service provider to becoming a trusted advisor and a highly valued business partner. 

Learn proven skills for navigating critical conversations aligned with client business goals and maintaining positive communication with a consultative mindset. Get hands-on practice applying these skills in class. After just 1 day, you’ll know how to build relationships that can thrive in any business climate.

Who Should Attend:

Customer facing professionals and internal staff who wish to deepen their relationships with clients, build business partnerships, or increase sales.

How You Will Benefit:

• Learn to transform client challenges into opportunities
• Navigate critical conversations for mutual benefit
• Know the process for gaining trusted advisor status
• Craft compelling messages that inspire and influence
• Recognize personality types to adapt your communication style

What You Will Cover:

• Articulating how you help clients achieve business goals
• Using communication skills that build trust and rapport
• Planning to identify and align with client styles
• Managing responses to challenging client situations
• Practicing the art of influencing

Outline:

Learning Objectives

• Apply Skills That Strengthen Client Relationships
• Recognize Behaviors That Earn the Trust and Confidence of Clients
• Build a Deep Understanding of Client Needs So You Can Help Them to Better Achieve Their Goals
• Interpret Situations to Adapt Your Communication Style

Client Focus

• Distinguish Between a Client-facing Representative and a Trusted Advisor
• Uncover a Client’s Challenges and Desired Business Outcomes

Communicating Effectively

• Use Communication Skills to Build Rapport and Trust
• Develop Your Listening Skills and Understand the Value of Doing So
• Ask Questions Appropriate for the Situation
• Recognize the Power of Nonverbal Communication
• Initiate Conversations

Adapting Your Communication Style to Match Your Client’s

• Recognize the Personal Styles of Different Clients
• Plan How to Identify and Align with Different Client Styles
• Practice Using Your Knowledge of Personal Styles to Communicate More Effectively

Addressing Challenging Client Situations

• Diagnose Challenging Client Situations and Respond in Ways That Benefit the Relationship
• Turn a Challenge into an Opportunity
• Respond to Defensiveness