Accelerating the Trusted Advisor Journey
Increasing customer loyalty and contract penetration through more effective communication by Service People
Empowering Service and Sales teams to increase revenues and drive customer loyalty
- What is a Trusted Advisor and Why the company was making this investment
- The words and phrases of collaboration within their own culture which we call GREEN language
- How to deliver the mindset for exceptional customer care – The 3 Fixes
- An easy tool for dealing with tricky situations – SAB
This workshop was NOT a training. There were no desks, no powerpoint or lectures. Instead we create a learning environment where team members develop skills, methods and understanding through activities, small group discussions and role play. Their takeaway is knowledge, experience and a simple A5 laminated card, which they often keep for years!
4 months after the workshop we held a virtual refresh session with the participants, in which they reviewed and shared their real Trusted Advisor experiences.
In between we ran 1 on 1 coaching sessions for the managers on how to re-enforce the Trusted Advisor mindset, as well as the participants who wanted to further develop their capabilities.
The following year we set up another series of workshops to review, practice and build more advanced Trusted Advisor capabilities. And the following year the programme became embedded in the Service Meeting environment.
+ 1 year: Trusted Advisor ,the next level Workshop – providing valuable service options to customers
+2 years Collaborate to Perform: Virtual programme focused on team building & solving local team challenges
+2 years: Facilitated Service Meetings incorporating learning programmes
+2 years: Elevating performance Programme – Virtual programme to facilitate the service leadership discussion and development
+3 years: Collaborate to Perform: Virtual programme focused on team building & solving local team challenges
+3 years :Resolving Conflict: Finding Common Ground, managing stress
+4 years: Structured Problem Solving as a Trusted Advisor
The business outcome has been to dramatically increase contract penetration, and a more engaged service team.
Benefit of working with Si2
Si2 has acted as a catalyst for unleashing the inherent knowledge within the organisation. We have done this through listening, co-creating & delivering engaging workshops experiences, high levels of facilitation, as well as input based on our own extensive leadership experiences within a variety of service businesses.
Interested, contact us at [email protected] for a review of your needs and budget.
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View our presentation