Consultative Client Contact Skills

Oak Tree Management & Training Ltd.
Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Newcastle, Nottingham, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced

Course Description:

'' Customers are most strongly influenced by the people they meet from our Organisation. A meeting is more powerful than most literature, and face to face contact more unforgettable that a telephone conversation. Your Organisation image is in your hands.

This course can be tailored and delivered in company.
Course Objectives
By the end of the course delegates will have:-

Identified the key factors in developing positive and productive customer relationship.

Appreciated the importance of good communication

Examined the concept of and ways of achieving win/win outcomes.

Defined the three behavioural options and developed a strategy to influence assertively

Examined and practised ways of influencing the outcome of interpersonal transactions.

Practised active listening skills, giving and receiving feedback

Practised summarising skills to reach agreement
Course Contents
Meeting Client Expectations
What do our clients expect from us?
What do we expect from them?

Developing a Relationship Based on Co-operation
Win/Win strategies
Barriers to co-operation

Managing the Relationship
Understanding interpersonal transactions
Choosing your behaviour
Influencing the behaviour
Dealing with difficult clients

Influencing Outcomes
What is your preferred influencing style?
Choosing the appropriate style
Preparing a case as a basis for influence
Thinking on your feet

Effective Interviewing
Building Rapport
Active Listening
Summarising to agreement and close
Giving and receiving feedback

Thinking Skills
Creative Thinking
Analytical Thinking
Decision Making

Summing Up
Personal Action Plans ...''

Elements of this syllabus are subject to change.

Phone:(01284) 763040

School Address/Venue(s):

Park Farm Business Centre
Fornham St Genevieve
Bury St Edmunds
Suffolk
United Kingdom
IP28 6TS

Jobs & Resumes: Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Newcastle, Nottingham
Houses & Roommates: Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Newcastle, Nottingham
Travel Agencies: Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Nottingham

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