Consultative Approach Communication

Global Business Skills

Training Theory
In todays customer service environment, customers and clients respond most positively to a consultative
approach. The key to developing these consultative relationships is through open and interactive
communication.

This program is for any customer service professional who wants to expand and deepen their toolkit for
building trust and credibility. The workshop focuses on consultative communication skills as applied
to existing customer service situations with an aim to maximize customer satisfaction and to recognize
opportunities for earning revenue.

Main Topics

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Understanding the characteristics and benefits of a consultative approach

Establishing and building rapport with clients

Identifying needs and dissatisfactions through effective questioning and listening

Uncovering and handling objections skillfully

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Consultative Approach Communication

Global Business Skills

Training Objectives
The overall objective of this seminar is to give customer service professionals a simple process and a
flexible toolkit for maximizing customer satisfaction in any situation.

Skills, Techniques, and Benefits

Stage One:

Validation

Understand the
Situation

Reflective Listening

Active Listening

Summarizing

Probing / Questioning
I Statements

Language of Needs

Language of Dissatisfaction

Confirming Needs

Stage Two:

Determine Cause

Determine Causes

Describe Procedure

Report Progress

Language
Details

Features

Reduce discomfort and embarrassment

Match clients needs and expectations for
information
Link solutions to benefits

Polite Requests
Suggestions
Consultation
Options

Minimize resistance to solutions

Minimize resistance to solutions
Maximize relationship satisfaction
Maximize procedural satisfaction

Stage Three:
Explore Solutions

Stage Four:
Present Solutions

Set stage for effective consultation by

addressing clients concerns
Build rapport with counterpart and diffuse
negative emotions
Maximize understanding and strengthen
working relationship
Restate and reorganize confusing messages in
order to move forward
Gather necessary problem solving information
Gently prompt client for cooperation and
information
Recognize when clients are willing to move
ahead
Recognize when clients are unwilling to change;
help them to take first step
Get agreement on needs and requirements;
separate needs from solutions
Get the clients assistance and understanding
identifying causes
Ensure your client knows the procedure and
schedule
Manage expectations by continuous updates

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Consultative Approach Communication

Global Business Skills

Example Schedule

AM

Introductions and Overview

Key Concepts of Customer Service Communication

What is customer service communication?

Desired Mental Attitude/Skills/Knowledge
Consultative Communication Basic Process

Stage 1: Understanding situation
Communication Skills
Assertiveness
Handling Emotions
Reflective/Active Listening
Information Gathering
<Exercises>
Needs and Dissatisfaction
Language of Needs/Dissatisfaction
Needs vs. Solutions
<Exercises>

PM

Stage 2: Determining Causes

Stage 3: Exploring Solutions

Stage 4: Presenting Solutions

Handling Clients Concerns/Complaints

Points to remember about concerns/complaints

Types of clients concerns

Role-Plays
Seminar Review

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Consultative Approach Communication

Global Business Skills

Sample Workbook (For Native Speakers)

Introduce concept

Extensive use of graphics

Stage-by-stage process
overview

White space for participants notes

Graphic representation of
process - easier to remember
and understand

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