CLIENT SERVICE EXCELLENCE:
Thursday 18 November 2021
Meeting Room: South Room
ABOUT THE TRAINING
I'm looking forward to seeing you for Trusted Advisor training.
As a commercially-astute communications consultant, you adopt an entrepreneur’s mindset. You understand the importance of agency profitability. You suggest new business ideas to your clients and have conversations that are beyond the everyday running of your accounts. Over-servicing is at a minimum because you are elegantly assertive and negotiating with confidence. You are proud of the value you bring and appreciate your leverage.
See you soon!
Module 1: Develop a client relationship strategy
Build your profile with key stakeholders
Get under the skin of your client, by identifying their needs and motivators (empathy mapping and pain gain tools)
Actively seek opportunities beyond the agreed scope
Create touchpoints – surprise and delight
Module 2: Influence different client personalities
Recognise client styles, using the Insights Discovery model
Appreciate your own preferences
Adapt your sales approach accordingly
Module 3: Protect profitability
Control account costs and service levels
Minimise scope creep, set boundaries and manage expectations
Resist unreasonable requests, by saying yes… but under your terms
Identify the five negotiating levers and know when to apply them
Understand the nuances – when it’s ok to say yes
Module 4: Deal with challenging situations
Know how to handle difficult conversations e.g.
Client disagrees with your counsel
Client mistreats or disrespects you
Client can’t make decisions or is unresponsive
In preparation for these workshops, please read through the overview above and send Sarah your objectives by Friday 12 November.
What are your objectives for the session? Please discuss this with your line manager.
What is your biggest challenge when establishing trusted advisor status with your clients?
WHAT PEOPLE SAY
BRITISH FASHION COUNCIL
I just wanted to say thank you so much for everything. You really are making such a difference to us all.
You're a positive and inspirational force!
We have absolutely loved working with you, you’ve been a dream! People here rate your training so highly and have loved being trained with you. The comments have been wonderful.
ABOUT KERRY SAVAGE
Savage Communications was founded by senior comms practitioner, Kerry Savage (MCIPR, MCIM). She is an accredited trainer for the Chartered Institute of Public Relations. Her agency clients include Fitch (WPP), MHP (Engine Group) and Fleishman Hillard (Omnicom). Prior to becoming a coach and facilitator, Kerry worked at a number of comms consultancies, including Freud Communications and Hill & Knowlton.
Since 2004, Savage Communications has delivered training to hundreds of organisations across the UK and globally. Here is a small flavour of some our clients.
Kerry is an inspirational and dynamic trainer, who is passionate about helping others succeed. She is accredited in Liberating Leadership, a licensed Insights Discovery® practitioner, and a member of the Association for Coaching and the European Mentoring and Coaching Council. She holds a professional certificate in executive coaching from Henley Business School and is NLP trained.