- Develop rapport when talking with customers remotely
- Understand customers’ needs and issues
- Present your arguments in a highly persuasive manner
Overview
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.
Learning objectives
By attending this highly interactive remote course you will:
- Understand how beliefs and values can help to support a ‘customer focus’ mindset
- Acquire methods for establishing empathy
- Understand the importance of win/win strategies
- Learn how to make a positive first impression on the customer
- Master techniques for planning high impact, customer meetings
Who should attend?
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.
Module 1
Core elements of ‘Remote’ Customer Focus
Build a great customer experience
Understanding what it takes to build and curate a first-class service experience for the customer.
- Six Key Principles of Customer Focus
- Moments of Truth Process - how to deliver great service levels
- Uncovering Customer Needs - with Logic Levels Questions
Pairs exercise: developing an appreciation of the core principles
Pairs exercise: developing Service Standards
Pairs exercise: uncovering customers’ needs
Module 2
Making a positive impression on clients in the virtual world
How to make an instant impact on the customer, talk with ‘gravitas’ and build rapport.
- The Trust Equation
- 6 Tools for Building Credibility
- 3 Tools for Building Rapport
Pairs exercise: using Strong Statements
Group exercise: the power of credentialising yourself and your ideas
Module 3
Persuasive language
Persuasive language is about being able to put your ideas across powerfully in the virtual environment by using:
- Persuasion Pattern
- Negative Consequences & Gain Pattern
- IFAB Sequences
- Storytelling and Metaphors
Pairs exercise: trying out the persuasive language tools
Module 4
Group coaching
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.
Small group exercises: additional refresher exercises and the Three-Step Assertive Technique
Module 5
Planning and running efficient and effective remote client meetings
Learning the key elements involved in (i) preparing and (ii) running a high impact remote meeting.
Six-Stage Planning Process
- Stakeholder Analysis
- Collect Evidence
- Position Perception
- Meeting Strategy
- Support Materials
- Lobbying
Five stages of running the Customer Meeting
Pairs exercise: Stakeholder Analysis
Group exercise: developing support materials
Pairs exercise: the Standard Introduction Process
Module 6
Structuring emails and video conference calls
Learning techniques for dealing with customers via email, video and teleconferences.
- Email Writing Process
- Planning a Remote Meeting
- Running a Remote Meeting
- Chairing a Teleconference
- Control Techniques for Facilitating a Remote Meeting
Pairs exercise: improving your emails
Group exercise: practising facilitating a Zoom session
Pairs exercise: practising using meeting control techniques
Module 7
Case studies and role plays
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.
Module 8
Closure session
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.
Customisation
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
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.
Follow up Coaching Support (Practise makes perfect)
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).
