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Course #105

Customer and Client Relations: Excellence in External Stakeholder Management

This course is designed to build and enhance skills in managing and nurturing customer and client relationships, with a strong focus on excellence in engaging external stakeholders. Through practical, scenario-based role plays, learners will experience realistic challenges and refine their communication, problem-solving, and relationship-building techniques.\n

Learning Objectives
    Understand the core principles of effective external stakeholder management. Develop advanced interpersonal and communication skills tailored to diverse client and customer needs. Practice resolving conflicts and negotiating positive outcomes in various stakeholder contexts. Strengthen personal impact and credibility when engaging with key external partners.
Modules

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Welcoming a New Client: Setting the Stage for Success
Andrea, Account Manager
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Understanding Customer Needs: Active Listening in Practice
Kenneth, Customer Service Representative
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Building Rapport and Trust
Kelly, Client Relationship Manager
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Handling Critical Feedback Gracefully
Andrea, Account Manager
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Demonstrating Empathy in Customer Interactions
Jean, Sales Executive
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Closing Customer Conversations Positively
Kenneth, Customer Service Representative

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De-escalating a Frustrated Client
Vincent, Client Success Manager
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Negotiating Service Delivery Adjustments
Jean, Sales Executive
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Managing Expectations During Delays
Gloria, Project Manager
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Addressing Miscommunication Issues
Kenneth, Customer Service Representative
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Re-engaging a Disengaged Customer
Andrea, Account Manager
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Resolving Payment Disputes
Jesse, Finance Coordinator

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Initiating Partnerships with New Clients
Cecilia, Business Development Specialist
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Presenting Solutions to Senior Stakeholders
Gloria, Project Manager
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Facilitating Collaborative Discussions
Kelly, Client Relationship Manager
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Aligning on Mutual Goals
Cecilia, Business Development Specialist
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Influencing Decision-Makers Effectively
Jean, Sales Executive
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Hosting Product Demonstrations
Albert, Product Specialist

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Conducting Regular Client Check-Ins
Vincent, Client Success Manager
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Proactively Sharing Updates and Good News
Dylan, Marketing Associate
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Following Up Post-Service Delivery
Andrea, Account Manager
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Identifying Opportunities for Added Value
Albert, Product Specialist
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Soliciting and Responding to Customer Feedback
Dylan, Marketing Associate
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Recognizing and Rewarding Customer Loyalty
Vincent, Client Success Manager

Category: Customer Focus, Customer Service, Relationship Building Seat Time: 120 Minutes Language: English

$60