Communicating With Customers For Technical Professionals

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Overview

To satisfy, keep and develop clients, suppliers must build customer relationships through their technical and support staff.

Increasing the impact of Technical Consultancy is now recognised as being a vitally important practice in maximising business potential and setting a professional tone.

This programme emphasises the importance of client awareness and professionalism within the context of business development

Who Will Benefit From This Course?

• Technical Professionals in client facing roles
• Consultants
• Client support specialists (both internal and external)

Learning Outcomes:

• Improve the impact of technical consultancy/support on client perception and business development
• An increase in core skills for business support and development
• Maximising business opportunities by building long-term relationships
• Concepts and strategies for improved personal effectiveness within the technical consultancy role

Content

Increasing the Impact of Technical Consultancy

• Customer Care & Retention
• A Consultant’s Roles – The Balancing Act
• The Role of the Trusted Advisor

Managing the Client Relationship

• Client Relationship Matrix
• Client Perceptions and Expectations
• Internal Client Care
• Solving Client Problems: A 4-Step Approach:
  1. Building Rapport
  2. Get the Facts
  3. Discuss Solutions
  4. Develop an Action Plan

Communicating with Impact

• NLP Model of Communication
• Perception Filters & Body Language
• Barriers to Communicating Effectively
• Listening & Questioning Skills

Being Influential

• Factors to Consider
• Influencing Techniques