Conversational Capacity and Customer Relationships

Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans.
— Ken Blanchard

Customer and Client Conversations

Building highly effective client and customer relationships results in more loyalty, greater word-of-mouth advertising, and less hassle and frustration (for both you and your team and for your customers). It impacts both your bottom line and your reputation. It provides a strong signal you and your team are doing things right.

But strong customer relationships require more than just delivering a solid product or service. They take more than just good intentions or being nice. Great customer relationships require a series of focused conversations. So how do you make sure you’re having the most important conversations in the most impactful way?

Establish, Maintain, and Repair

In this workshop you’ll learn to use the conversational capacity framework for establishing, maintaining, and repairing strong customer relationships – internal or external – in a way that sets you apart from your competition.

You’ll learn a unique approach to engaging with customers that sets up the relationship for success and helps you stay closely connected as it evolves over time. By cultivating a consistent, skill-based strategy for establishing and maintaining successful relationships you’ll be better equipped to discover what your customers value, to show you genuinely care about providing exceptional service, and tailor the relationship to fit the unique needs and expectations of your customers.

There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.
— Sam Walton


You’ll learn to set your company apart from your competitors by doing the following:

  • Effective set-up: Establish more successful customer relationships by better understanding their unique needs and setting up simple rules of engagement for dealing with any changes, frictions, or disconnects so you can catch them early and adjust. (You don’t wait for problems to occur – you proactively prepare for them.)
  • Effective follow-up: Stay abreast of the changing circumstances and needs of your customers so you can quickly adjust and adapt.
  • Effective fix-up: Respond in a constructive and proactive way when there’s a breakdown, misstep, or screw-up, and rehabilitate relationships that have stalled, staled, or gone sour.
  • Effectively deal with problems: Deal with difficult customers in a more balanced way, and avoid getting stuck in a situation where your customers’ dysfunctional behavior makes it hard to deliver the service you’re being asked to provide (and then they blame you for the problem). And know when it’s time to cut a customer loose. (There are certain customers you really want working with your competitors.)
  • Help your team gear-up: Ensure your team has the conversational capacity to deliver on its promises – even when the customer isn’t making it easy.

Note: This workshop does not replace other CRM training and development. It strengthens it.

Complementary Courses

Length: 2 hours +

Format: Virtual or in-person