Overview

Executing a robust Customer Development Strategy requires the successful steering of customer-focused teams towards the company’s strategic goals.

Commercial awareness, interpersonal skills, the right mindset and collaborative teamwork are all important factors in enhancing the customer experience.  This programme will help develop the core skills required.

It will greatly benefit geographically dispersed teams and provides the opportunity to exchange and develop ideas with colleagues while learning.

Who Will Benefit From This Course?

• Business Development Managers
• Consultants or Personnel working on client site
• Account Managers and Sales Professionals
• Sales Support and Customer Service Teams

Learning Outcomes

• Develop a customer-focused team mindset
• Encourage team engagement and collaboration
• Build individual skill sets to enhance the Customer Experience
• Increase the core skills necessary for business development
• Communicate a standard for team values, style, culture and processes

Learning Through Experience:

• Less experienced attendees will learn from those with greater experience
• Apply learning between modules and share positive experiences and outcomes with colleagues

Sample Content: Each programme is tailored to company requirements.

Module 1: Customer Engagement

Introduction

• Commercial Awareness: The Market at Work
• Understanding Customer Needs
• The Customer Centric Relationship

Effective Internal Collaboration

• Working with Internal Customers
• Accountability & Being Pro-Active
• Teams Norms: A Culture of Customer Centricity

Customer Engagement Mindsets

• Mapping The Customer Journey
• Improving The Customer Experience (CX)
• Moments of Truth & Touchpoints
• Customer Satisfaction & Retention

Module 2: Personal Effectiveness

Influencing and Negotiation

• Selling Vs Negotiation
• Principled Negotiation Win/Win
• Your Negotiation Style
• Power, Time and The Continuum

Successful Negotiations

• Preparation & Investigation
• Proposing & Bargaining
• Assertive Influencing
• Closing the Negotiation

Effective Time Management

• Prioritising Work Activities
• A Time Management Framework
• Developing A Personal Plan

Achieving Results

• SMARTER Goal Setting
• Dealing With ‘Time Stealers’

Managing Difficult Situations

Introduction

• Human Communication Fundamentals
• The Influence of Body Language and Non-Verbal Communication
• Barriers to Communication
• Effective Listening & Questioning Skills

Communicating Assertively

• Understanding Assertiveness
• Assertive Communication
• How to Respond to Aggression

Working With Our Emotions

• Using Emotional Intelligence
• What Are Emotions Telling Us?
• Intent and Impact

Being Assertive in Conflict and Difficult Situations

• Sources of Conflict and Common Features of Conflict
• The Cycle of Conflict and Workplace Triggers
• Understanding What Triggers You
• How to Respond to Conflict

Solving Customer Problems

• A 4-Step Approach
• Listen; Ask; Solve & Thank
• Behaviour & Language Triggers
• Words to Use or Avoid

Further Information

For further details email joanne.gordon@beckinridge.com