Becoming a Trusted Advisor

Becoming a Trusted Advisor: How to Develop More Valuable Customer Relationships

In competitive times like these, customers are constantly reevaluating service providers and vendors. Developing a solid rapport with customers is the key to achieving stability and growing business. This workshop shows you the principles and practices of moving from being just a service provider to becoming a trusted advisor and a highly valued business partner. Learn proven skills for navigating critical conversations aligned with client business goals and maintaining positive communication with a consultative mindset. Get hands-on practice applying these skills in class. After just 1 day, you’ll know how to build relationships that can thrive in any business climate.

What You Will Cover

• Articulating how you help clients achieve business goals
• Using communication skills that build trust and rapport
• Planning to identify and align with client styles
• Managing responses to challenging client situations
• Practicing the art of influencing

How Will You Benefit

• Learn to transform client challenges into opportunities
• Navigate critical conversations for mutual benefit
• Know the process for gaining trusted advisor status
• Craft compelling messages that inspire and influence
• Recognize personality types to adapt your communication style

Who Should Attend

Customer service and sales professionals or independent business professionals who wish to deepen their relationships with clients, increase their sales and grow their book of business.

Learning Objectives

• Apply Skills That Strengthen Client Relationships
• Recognize Behaviors That Earn the Trust and Confidence of Clients
• Build a Deep Understanding of Client Needs So You Can Help Them to Better Achieve Their Goals
• Interpret Situations to Adapt Your Communication Style

Client Focus

• Distinguish Between a Client-facing Representative and a Trusted Advisor
• Uncover a Client’s Challenges and Desired Business Outcomes

Communicating Effectively

• Use Communication Skills to Build Rapport and Trust
• Develop Your Listening Skills and Understand the Value of Doing So
• Ask Questions Appropriate for the Situation
• Recognize the Power of Nonverbal Communication
• Initiate Conversations

Adapting Your Communication Style to Match Your Client’s

• Recognize the Personal Styles of Different Clients
• Plan How to Identify and Align with Different Client Styles
• Practice Using Your Knowledge of Personal Styles to Communicate More Effectively

Addressing Challenging Client Situations

• Diagnose Challenging Client Situations and Respond in Ways That Benefit the Relationship
• Turn a Challenge into an Opportunity
• Respond to Defensiveness