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Becoming a Trusted Advisor

at American Management Association - UNION SQUARE

Course Details
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780 Mission St
Btwn 4th & 3rd Streets
San Francisco, California 94103
Class Level: All levels
Age Requirements: 21 and older
Average Class Size: 20

What you'll learn in this customer service training:

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.

Course Outline

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

Still have questions? Ask the community.

Refund Policy
Transfer, Cancellation and Refund Policy:

For Classroom, Live Online, Express Skills Courses and Webinar programs, you may transfer to a future session, send someone to take your place or cancel without penalty at any time up to three weeks prior to your program. If you provide AMA with less than three weeks’ notice, or fail to attend, you will be liable for the entire program fee. 

Programs included in AMA On Demand offerings are not eligible for substitution, transfer, cancellation, return, or refund. We appreciate that this is an important investment for you and your company and would like to accommodate your needs the best we can. Therefore, please email CourseHorse.

Pricing, Offers, and Discounts Policy:

AMA-delivered programs are eligible for AMA member pricing, GSA pricing, special offers, and discounts as applicable, according to the terms of the specific pricing, offer and/or discount. Third party-delivered programs available through AMA and Express Skills courses are excluded from all discounted pricing, offers, and discounts offered by AMA, including but not limited to AMA member pricing, GSA pricing, AMA Seminar Savings Pass redemptions, AMA SLS Contract pricing, AMA Annual Pass/All-Access Pass, and complimentary registrations of any type.


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School: American Management Association

American Management Association

The American Management Association, International (AMA) is the global leader in talent development. Founded in 1923, AMA supports the goals of individuals and organizations through a complete range of educational products and services, including instructor-led classroom and virtual seminars, webinars,...

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