Customer Relationship Management (2D)

This unique 2-day, activity driven program teaches skills that boost personal productivity and relationship building through increased understanding and effective implementation of the buy-in process. By providing you with a rigorous training environment, your active participation in our program will enable you to apply and sustain your learning to a point of forming winning habits.

You will have the ability to create the greatest positive impact when you are presenting your point at every given opportunity. You may have the best innovation or the ideal solution to a challenging situation, but if you cannot present it effectively and secure a buy-in, it is as good as having just a conversation in your head. Persuasive communication is a powerful way to bridge your intentions and ideas across to your target audience. Every conversation can become great opportunities to transform your ideas and solutions from a passive perspective to a pro-active outcome. 

You can use persuasive communication to effectively shift your audience to take a particular course of action, to agree to your requests, to give you the buy-in or to be open for insightful discussion. When combined with influencing skills in your persuasive communication, you enhance your ability to do get the job done effortlessly, every time. 

• Active listening
• Communication
• Discovery questioning
• Influence principles
• Persuasive language techniques

Training Outcome
After completing the training, you should be able to: 

• Build relationships effectively
• Handling objections in the workplace
• Improve your personal style of communicating
• Negotiate outcomes professionally
• Understand and employ the buy-in process effectively 

Our Methodology

• To change your direction, shift your thinking.
• However long ago you learnt to ride a bicycle, it’s likely an experience you’ve never forgotten. The skill remains with you today. When was your last corporate training program? How much of what was learnt is actively applied in your business today? Are all that remains the workshop manuals left on your shelf?
• Our programs are initiatives that last. They encourage new ways of thinking. They open up ways to create extraordinary achievements. We believe individual behavior and attitude contribute significantly to the overall excellence of your organization. So we focus on what really matters.
• Our unique methodology of combining experiential, instructional and discovery learning, and supported by modern coaching technology, creates powerful shifts in attitudes and behavior that will encourage sustainable change in your organization. These changes make an impact on results where it matters.
• In our programs, you can expect an extensive use of case studies, debriefing, dyads, facilitated coaching, feedback, games and activities, group discussions, lectures, psychodramas, simulations, story-telling and structured instruments.

Framework and Implementation
Our unique experiential framework and implementation empowers you to:

• Apply benefit selling in your conversations
• Become more effective with people
• Build confidence through your conversations
• Communicate clearly and concisely
• Employ effective communication skills to different types of listeners
• Getting the buy-in with minimal compromise
• Increase productivity and performance
• Influence people
• Listen generously and question skillfully
• Provide better service for your customers
• Resolve conflicts professionally
• Work with powerful nonverbal communication

Our program outline encompasses the following Modules:

Day 1:

Module 1: Overview

• Context setting
• The Customer Relationship Dial
• What customers need
• The value of customer retention
• Relationship marketing basics

Module 2: Impression Tools

• The 7/38/55 Rule
• Verbal
• Vocal
• Visual
• Principles of influence

Module 3: Interpersonal Communication

• Building credibility
• The 4 Quadrants
• Our communication style
• Other styles
• Shifting into positive action

Module 4: Being Effective In Communication

• Applying learning in the workplace and relationships
• What others say and do and what is important to them
• What we do more of when interacting with others
• What we avoid doing when interacting with others 
• Revealing our blind spots

Day 2:

Module 5: Discovery Questioning

• 6 discovery questioning techniques
• The Funnel Model
• Tight conversation
• Power Up!
• Asking purposeful questions

Module 6: Active Listening

• 6 active listening techniques
• Driving meaningful conversations
• Advanced interjection techniques
• Prioritizing needs
• Summarize and confirm

Module 7: Relationship Management

• Building meaningful relationships
• 4 levels of relationship experience
• The WOW Factor
• Creating a relationship commitment contract
• Coaching performance

Module 8: Presentation Flight

• Live demonstration
• The Hot Seat
• Role of the audience
• Art of feedback
• Objective and subjective review

Who Should Attend:

• Sales executives, sales supervisors, customer managers, service team leaders, customer service personnel, technical support personnel, front liners, help-desk agents, sales administrators and everyone who has a stake in the organization’s growth and results