Online Instructor-Led Client Relationship Management Training
Below-the-Surface Service: Tactics for Deepening Customer and Client Relationships
Available Formats: Virtual Classroom Course
This training program for people who serve clients and customers will:
Provide tools for anticipating customer needs.
Help participants hold better meetings with clients.
Suggest methods for getting candid feedback from clients.
Offer tactics for managing a range of problems.
This course is designed for people in customer relationship roles who understand the basics and want to sharpen their ability to run productive in-person and virtual meetings, review existing services, uncover new needs, and follow up. The program is ideally suited for investment advisors, relationship bankers, accountants, architectural firms, engineering companies, and other professional service providers.
At this program’s conclusion, participants should be able to:
Develop customer personas to represent different client segments.
Identify what’s important to each segment and a contact strategy.
Position meeting invitations using a benefits-first structure.
Create an in-person or virtual environment that sends an on-brand message.
Frame a meeting’s purpose and desired outcomes.
Build rapport by mirroring a customer’s style on the phone, virtually, and in person.
Use a permission-based questioning structure to bring down walls and encourage customers to share information.
Manage such unwanted reactions as anger and confusion.
Gently ask for referrals.
Confirm a follow-up plan.
The Customer Landscape: What Customers Want
Confident Interactions: Framing, Listening, and Navigating the Easy Way
Visual Communication: Sending the Right Message
Rapport and Temperature Checks: Building Trust One Action at a Time
Next Steps: Following Up
By the end of this program, participants should have a renewed sense of purpose and tools for better managing accounts and deepening customer relationships.
Questions This Page Answers About Web-Based Client Relationship Management Training
Who offers an instructor-led client management training program online?
Where can I find a short course to help our design team better manage client relationships?
We routinely present to clients and would like to better manage those meetings. Who can help?
“Yesterday’s workshop was both thoroughly enjoyable and tremendously beneficial. From all accounts, it was a productive, engaging, and substantive experience from which participants were able to glean significant professional insights and lessons for best practices in their field.”
Hugh H., Director of Program Development, Friends of Crown Heights Educational Centers Inc.
“This course provided everything you would need to hold a successful chat.”
Chat Webinar Participant, Port Authority of Allegheny County
“I have never attended D&I training before and didn’t know what to expect. This exceeded my expectations. It wasn’t boring. It was timely and relevant. D&I can be a sensitive topic with some and I felt like the approach here brought people along with being judgmental or condemning anyone.”
Training Participant, ICBA
“My director just called me and said whatever discussions you and Stefanie had made this training focused, interesting, fun, and valuable – she’s already getting additional feedback on the team (they love the interactivity). She already wants me to work with you and Chris on something else. And she’s not an easy push….so thank you, thank you!”
Leo S., Training and Development, HHS
“Thank you. This was the first course I’ve had virtually that truly maxed the technology to solicit audience participation. Thanks for teaching by doing!”
Training Participant, National Academies of Science, Engineering, and Medicine
“Charles’ presentation style is so engaging that I felt like he was speaking to me! Thanks for making what could be a dry topic a fun session!”
Training Participant, Data Driven Storytelling (Virtual)
“I wanted to thank you again for the chat training. This was essential to our new chat initiative moving forward, and we hope to see some substantial increases in our customer satisfaction scores in the upcoming new year.”
Brad B., IT Manager, Major US Bank’s IT Service Desk Manager
“Our customer service manager of 21 years stated that this training was the best and the most relevant class she attended in her career.”
Simon B., R.E. Carroll Inc.
INSTRUCTOR-LED ONLINE CLIENT RELATIONSHIP TRAINING
COURSE . WORKSHOP . PROGRAM