Course Details
Customers as Learners - Beyond Trusted Advisor
The course is scheduled to suit you
Professional Development
Sales
Customers as Learners™
In House
Flexible
A course is designed for your needs
A course is designed for your needs
$0.00
Price varies according to need
Price varies according to need
Are you looking to take your sales team to another level?
Customers as Learners™ is a novel concept that fixes a problem and creates an opportunity.
The problem is that neither sales nor technical training, equip people to use their knowledge to create value. This leaves a gap in the capabilities of sales, technical support and advisory people. Customers as Learners™ fills this gap.
The opportunity is increased business through added value creation.
Programme Overview
Customers as Learners™ is not an event - it is a process: The process starts with consultation to determine desired business results. From there a programme is designed to generate the workplace practices that will deliver those results.
The final programme is developed, in close consultation with you, from the core topic areas described below. These topics can be modified and delivered in a variety of ways to address the particular needs of your organisation.
* Customer Service and Value: - Understanding the value proposition, the drivers that determine levels of customer satisfaction and how to ensure they return for more.
* The Advisory Relationship: -To be successful, customers will need to learn. Even at a basic level this puts you in the position of the advisor. - What the special conditions of this relationship are and how it enables you to create value.
* Experts as Teachers: - Why most people with expertise or specialist knowledge have difficulty sharing it with those that don’t and what to do about it.
* Technical Communication: - Normal communication is littered with pitfalls. When technical or specialist knowledge is involved the need for accuracy becomes critical. - Where problems can occur, how to overcome them and how to develop deeper understanding.
* Principles of Adult Learning: - Understanding the ways we learn and how to use this understanding to help your customers succeed.
Customers as Learners™ is a novel concept that fixes a problem and creates an opportunity.
The problem is that neither sales nor technical training, equip people to use their knowledge to create value. This leaves a gap in the capabilities of sales, technical support and advisory people. Customers as Learners™ fills this gap.
The opportunity is increased business through added value creation.
Programme Overview
Customers as Learners™ is not an event - it is a process: The process starts with consultation to determine desired business results. From there a programme is designed to generate the workplace practices that will deliver those results.
The final programme is developed, in close consultation with you, from the core topic areas described below. These topics can be modified and delivered in a variety of ways to address the particular needs of your organisation.
* Customer Service and Value: - Understanding the value proposition, the drivers that determine levels of customer satisfaction and how to ensure they return for more.
* The Advisory Relationship: -To be successful, customers will need to learn. Even at a basic level this puts you in the position of the advisor. - What the special conditions of this relationship are and how it enables you to create value.
* Experts as Teachers: - Why most people with expertise or specialist knowledge have difficulty sharing it with those that don’t and what to do about it.
* Technical Communication: - Normal communication is littered with pitfalls. When technical or specialist knowledge is involved the need for accuracy becomes critical. - Where problems can occur, how to overcome them and how to develop deeper understanding.
* Principles of Adult Learning: - Understanding the ways we learn and how to use this understanding to help your customers succeed.
Lab Wilson BVSc MACVS – Managing Director
Fellow: Institute for Learning Practitioners
Lab has been a technical communicator for over 30 years. He has extensive experience in training sales teams, retail staff and technical specialists in a wide variety of subjects. He has a reputation for innovative and highly effective presentations and workshops and is recognized for his ability to translate specialised concepts into plain language.
He has recently been awarded Fellowship of the Institute for Learning Practitioners.
Lab has worked in corporate technical advisory and marketing roles and has a special interest in technical communication and the learning interactions between customers and their advisors.
He strongly believes that the objective of training is increased performance and to achieve this it must help people develop actionable knowledge.
Some recent testimonials:
“Lab engages his audience and generates a high level of participation” “His integrity, work ethic and standards are among the highest I have encountered.”
Dr Ian Brooks, International Business Consultant and Author
“Lab is unafraid to get out of his comfort zone in order to move the audience from theirs.” “He puts big emphasis on decanting high quality evidence on the subject to a strength suitable to the audience.”
Dr Justin Hurst, NZ Technical Manger Merial Ancare
“A comprehensive understanding of adult learning and teaching principles and a confident relaxed presenting style ensured that the accreditation trainings were an unqualified success. I would confidently recommend Dr Wilson.”
Colin McKay, Technical Services Manager Novartis New Zealand Limited, Animal Health Business Unit
Fellow: Institute for Learning Practitioners
Lab has been a technical communicator for over 30 years. He has extensive experience in training sales teams, retail staff and technical specialists in a wide variety of subjects. He has a reputation for innovative and highly effective presentations and workshops and is recognized for his ability to translate specialised concepts into plain language.
He has recently been awarded Fellowship of the Institute for Learning Practitioners.
Lab has worked in corporate technical advisory and marketing roles and has a special interest in technical communication and the learning interactions between customers and their advisors.
He strongly believes that the objective of training is increased performance and to achieve this it must help people develop actionable knowledge.
Some recent testimonials:
“Lab engages his audience and generates a high level of participation” “His integrity, work ethic and standards are among the highest I have encountered.”
Dr Ian Brooks, International Business Consultant and Author
“Lab is unafraid to get out of his comfort zone in order to move the audience from theirs.” “He puts big emphasis on decanting high quality evidence on the subject to a strength suitable to the audience.”
Dr Justin Hurst, NZ Technical Manger Merial Ancare
“A comprehensive understanding of adult learning and teaching principles and a confident relaxed presenting style ensured that the accreditation trainings were an unqualified success. I would confidently recommend Dr Wilson.”
Colin McKay, Technical Services Manager Novartis New Zealand Limited, Animal Health Business Unit