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Savage Communications

CLIENT SERVICE EXCELLENCE:

TRUSTED ADVISOR

Thursday 18 November 2021

09.30-17.00

Meeting Room: South Room

ABOUT THE TRAINING

Hi everyone,

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!

Kerry

Trusted Advisor

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

PREPARATION

In preparation for these workshops, please read through the overview above and send Sarah your objectives by Friday 12 November.

  1. What are your objectives for the session? Please discuss this with your line manager.
     

  2. What is your biggest challenge when establishing trusted advisor status with your clients?

 

WHAT PEOPLE SAY

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BRITISH FASHION COUNCIL

 

MARKETING MANAGER

I just wanted to say thank you so much for everything. You really are making such a difference to us all.

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POQ

 

PROJECT MANAGER

You're a positive and inspirational force!

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LANSONS

 

L&D MANAGER

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

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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.
 

CONSULTANCIES

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image3
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RedConsultancy
RedConsultancy
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Ogilvy
Ogilvy
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Four
Four
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ColeyPorterBellFinal
ColeyPorterBellFinal
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Unlimited Group
Unlimited Group
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Lansons
Lansons
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Exposure
Exposure
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FleishmanHillardFishburn.jpg
FleishmanHillardFishburn.jpg
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Greenlight
Greenlight
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Clarion
Clarion
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Portas
Portas
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Talk PR 2
Talk PR 2
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NelstonBostock2
NelstonBostock2
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Greenhouse
Greenhouse
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CORPORATE CLIENTS

SonyATV
SonyATV
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Louboutin
Louboutin
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ebay
ebay
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CIPR2
CIPR2
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VICE
VICE
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FCA_edited
FCA_edited
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Odeon
Odeon
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McDonalds-logo
McDonalds-logo
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BritishFashionCouncil
BritishFashionCouncil
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NHS
NHS
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WWF
WWF
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Asda
Asda
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NetworkRail
NetworkRail
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BBC
BBC
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Savills
Savills
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