The Trust Builder’s Playbook:

The Six Golden Rules for Building Extraordinary Customer & Client Relationships

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


Don’t Be a Trust Buster

Top Performers Trusted Behaviors

Discussion




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