Building Customer Focused Teams: Improving the Customer Experience

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
• Account Managers and Sales Professionals
• Sales Support and Customer Service Teams

Learning Through Experience:

• Develop a customer-focused team mindset
• Encourage team engagement and collaboration
• Build individual skill sets to enhance the Customer Experience
• Communicate a standard for team values, style, culture and processes
• Less experienced attendees will learn from those with greater experience
• Apply learning between modules and share positive experiences and outcomes with colleagues

Content

Mod 1: Stakeholder Management

The Brand Ambassador

• The Brand Ambassador
• Professional Success Factors
• The Trusted Advisor Role
• Identifying & Managing Stakeholders
• Balancing Needs

The Customer Relationship

• Different Customer ‘Types’
• Internal Customer Management
• Developing Customer Loyalty

Mod 2: Influencing and Persuasion

Communication Skills

• Communication & Thinking Styles
• Barriers to Communication
• Working with Customers’ Perception
• Active Listening and Building Rapport

Being Influential

• Whole Body Communicating
• SPI Questioning Technique
• The Science of Persuasion
• Six Principles of Persuasion

Mod 3: Negotiation Skills for Success

Influencing and Negotiation

• Influencing and Negotiation
• Selling Vs Negotiation
• Principled Negotiation Win/Win
• Power and Time

Successful Negotiations

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

Mod 4: Account Management

The Customer Experience

• Commercial Awareness
• The Customer’s Needs
• A Moment of Truth
• Touchpoints

Effective Teamwork

• Characteristics of Successful Teams
• Effective Team Norms
• Accountability and Responsibility

Mod 5: Personal Effectiveness

Taking Control & Time Management

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

Achieving Results

• SMARTER Goal Setting
• Dealing With ‘Time Stealers’

Mod 6: Mental Toughness & Resilience

Four Cs Of Mental Toughness

• Challenge (challenge as opportunity)
• Confidence (high levels of self-belief)
• Control (having a ‘can do’ attitude)
• Commitment (sticking to the plan)

Effective Development Strategies

• Using Emotional Intelligence
• Attentional Control & Visualisation
• Positive Thinking & Anxiety Control

Optional Mental Toughness Assessment & Feedback

Mental Toughness Assessments will help identify areas for individual development.  A post-course feedback session will explore professional challenges and signpost strategies for improved performance.