PERFORMANCE COACHING COURSE  

(for the Customer Experience Leaders and the Managers of Customer-Facing Officers)

• Understanding the role of a leader;  leader’s accountability; understanding the difference between leading and managing; communicating effectively with direct reports; components of the performance management model; managing change; building a strong teams.

• Align the Team; discuss their roles and responsibilities as champions of change, agree to customer-centric leadership practices and frequencies: communication approach, measurement, reward and recognition.  360 Feedback – understanding the information, focusing on the critical few, developing Learning Plans to enhance leadership capability to champion change.

• Learning Plan development.

• Expanding Customer Relationships:

  • Learn a call process for effective retention calling and setting of appointments

  • Learn how to create trust and quickly capture the customer’s attention setting the call tone

  • Be able to confirm call purpose and secure appointment

  • Strategies for new customer acquisition

• Understanding the customer experience models, skills & behaviours to champion and model with direct reports:

• Understand what day-to-day financial advice means in their organization; be able to represent their brand and value proposition. Develop personal capability statement:

  • Learn a customer-centric conversation model to guide customer interactions; develop the skills and behaviours necessary to authentically and consistently deliver upon the customer experience process

  • Explore how this is different from the past and how this will benefit customers, employees and the organization

  • Learn a questioning strategy based on life cycle and generation to uncover current and future needs

  • Learn how to make compelling benefit statements using social evidence and “this goes with that” advise statements.  Develop an approach for handling objections

  • Skillfully make referrals to other team members, specialists

  • Understand customer contact preferences; set expectations for maintaining on-going conversations and follow ups

  • Learn how to effectively ask for referrals from satisfied customers

• Coaching:  coaching model, behavioural coaching, results coaching, in the moment coaching; content & process.​​

• Coach-the-Coach:  Learn how to observe a direct report in a coaching conversation and provide the direct report with coaching on their skills and behaviours as manager/coach.

• Price per participant: Between $9,700 and $13,500

• Approximately 60-85 Training Hours per participant

REVENUE GROWTH AND CUSTOMER EXPERIENCE COURSE  

(for the Customer-Facing Officers)

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• Understanding and embracing your role realities:  managing your way through organizational changes; accountability; impacting customer experience; collaborative goal setting; your role in the coaching conversation; creating and sustaining a Trusted Advisor customer-centric culture.  

• Expanding Customer Relationships:

  • Learn a call process for effective retention calling and setting of appointments

  • Learn how to create trust and quickly capture the customer’s attention setting the call tone

  • Be able to confirm call purpose and secure appointment

  • Strategies for new customer acquisition

• Understand what day-to-day financial advice means in their organization; be able to represent their brand and value proposition. Develop personal capability statement:

  • Learn a customer-centric conversation model to guide customer interactions; develop the skills and behaviours necessary to authentically and consistently deliver upon the customer experience process

  • Explore how this is different from the past and how this will benefit customers, employees and the organization

  • Learn a questioning strategy based on life cycle and generation to uncover current and future needs

  • Learn how to make compelling benefit statements using social evidence and “this goes with that” advise statements.  Develop an approach for handling objections

  • Skillfully make referrals to other team members, specialists

  • Understand customer contact preferences; set expectations for maintaining on-going conversations and follow ups

  • Learn how to effectively ask for referrals from satisfied customers​

• Price per participant: Between $3,960 and $4,720

• Approximately 30-40 Training Hours per participant