COURSE DESCRIPTION
This workshop teaches the critical skills, interpersonal actions, methods, and tools to effectively engage and sustain trust-based relationships with all your customers and clients. Participants will learn the common pitfalls to avoid that lead to dissatisfaction when a customer or client feels you cannot be trusted. You will also learn the critical success factors in building successful, trust-based relationships built on strong communications, mutual collaboration and how to create and foster long term business relationships — this is the “heart of the program.”
PREREQUISITE
Current customer or client work experience in a business or non-profit organization is highly meaningful but not necessary.
LEARNING OUTCOMES/COURSE OBJECTIVES
By the end of the course, students will have been introduced to the following topics:
WHO SHOULD ATTEND?
Customer advisors, consultants, attorneys, stock brokers, real estate brokers, financial advisors, sales professionals, business developers and anyone responsible for developing and building long term relationships with customers and clients, (internal as well as external customers).
COURSE COST
$1,065
INSTRUCTOR
Mark Hordes | Bio
Phone number: 713-416-1781
Email: Mark@hordesconsulting.com
COURSE STRUCTURE & MATERIALS
This course is 50% individual activities and instrumentations and 50% team based activities composed of 6-8 students. Each team is responsible for providing its own materials for all assignments, such as pens, paper, and computers. Instructor will provide business case documents, assessment instruments. There are no textbooks for this course.
COURSE SCHEDULE
Day | Topic | Key Takeaways | In Class Assignment |
---|---|---|---|
1 |
It’s All About Trust |
Learning the approaches, ideas and benefits you gain when you build-trust based relationships with all your customers and clients Trust Definition Trust Benefits Rules of the Road to Begin The 6 Golden Trust Rules Trust Self-Assessment
Top Performers Trusted Behaviors |
Discussion
Team exercise Discussion Team exercise Individual and Team Feedback/Report Outs Team Exercise Discussion |
2 |
Successful Techniques for Building Trust Based Relationships | How to Influence with Integrity Case Study: The Unhappy Customer Needs, Wants and Expectations Rebuilding Trust When is Broken What Would a Trusted Advisor Do? Building Your Trust Plan |
Commitment exercise Team exercise Individual/Team exercise Individual/Team exercise Discussion Individual work reprt |
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CONTACT US: Cheryl Baldwin, Director:, 713-743-8984 | Adina Dawoodi, Program Manager