From Telling to Selling: Relationship Management Skills

What is Relationship Management Skills?

At its core, Relationship management strategies emerge from the sound customer orientation practices. These are people skills that include customer empathy, active listening, high value questioning, and demonstrating emotional intelligence, appreciating the strengths and positivity in ongoing relationships and finally being transparent and prompt in managing conflict.

Relationship Management roles in an organization need technical product or service understanding, domain and industry knowledge and vital soft skills including strategic thinking, friendly and personable attitude and top-notch communication abilities.

Bodhih’s Relationship Management Skills workshops educates participants on how to approach and master the foundations of the customer service mindset. Through a class activity, video presentation, group discussion and facilitator discussion, class audiences are introduced to the fundamental definitions of customer service terms, the important facets of being professional, dispelling common myths in customer service, and the basics of building customer trust.

What is the moment of Truth?

These are vital moments in a customer interaction journey wherein a consumer / user interacts with a brand/service/ product or service, to form or change a deep impression. Relationship management skills workshop at Bodhih makes the case of being able to tune into such recurring moments of truth and turning them into positive customer experiences.

Bodhih’s facilitators are seasoned professionals who create linkages between skills picked up in the workshops and then to apply them in participant’s current roles. This is done through specific illustrations and analogies and is true for the next session at the relationship management skills program – complaint handling.

This session on customer service orientation and complaint handling, uses a diagnostic test, group activity, individual exercise and facilitator presentation that surfaces various types of situational issues, and everyday challenges. The solution approach and the speed of tracing the root cause, along with appropriate techniques to handle customer complaints are discussed in depth.

At Bodhih, Relationship Management Skills workshop is a popular session that is part of a larger sales skills training suite. The session draws richly from research done on sales skills & techniques and also published literature on customer relationship management.

The heart of the relationship management skills program lies in the powerful session that dissects the topic of CRM – Customer Relationship Management.

Learners work through multiple dimensions of CRM like – critical role of CRM, the best of breed current CRM techniques, the process of creating customer delight by continually enhancing service quality and bringing maniacal focus on execution details, and finally leveraging the power of feedback to step on the virtuous transformation cycle from customer satisfaction to customer delight.

This powerful session delivered through video and class presentations, scenario explorations, activity sheets etc. educates participants to map Industry proven techniques of Relationship Management Skills and making insightful connections to convert future sales.

How would you gain from India’s best Relationship Management Skills workshops at Bodhih?

Bodhih customizes its Relationship Management Skills workshop along the ADDIE model. Workshop experiences are analysed, designed, developed and delivered that are solution focused and include a range of blended training pedagogy such as role plays, group exercises, self-assessment tools, management games, individual activities, videos, case studies, facilitation, discussions and more.

In addition to the ADDIE model, the Relationship Management skills program takes advantage of the experiential adult-learning process of concrete experience – reflective observation – abstract conceptualization – active experimentation.

The edge in Bodhih’s Relationship Management Skills session comes from researched industry learnings, current best practices and academic insights. The workshop takeaways ensure that learnings are grasped and applied at all levels within a company and its individuals. The long-term benefits are to institutionalise Relationship Management skills by embedding customer orientation mindsets and maximizing the moments of truth in the customer journey.

What is Bodhih’s promise on Relationship Management Skills workshops?

Managers across industries and functions and executive level participants who have attended Bodhih’s sessions on Relationship Management Skills talk of the changed individual and team behaviours, namely, applying problem solving techniques, and amplifying customer orientation soft skills to continually build depth of value in their ongoing client relationships.

Frequently asked questions