This course is designed for professionals who want to improve relationships with customers, both internal and external.

The course contains 6 modules:
1) Manage Your Intended Outcomes
2) Check Your Assumptions
3) Ask the Right Questions
4) Listen Effectively
5) Communicate Accurately Remotely
6) Advising & Partnering Through Trust

All modules include application exercises to test your topic mastery.

On-demand: available anytime, anywhere, no expiration.

Module 1 Manage Your Intended Outcomes
Unit 1 1a) Defining Customer-Focused Communication  
Unit 2 Exercise 1a) Defining Customer-Focused Communication  
Unit 3 1b) Focus on Results  
Unit 4 Exercise 1b) Focus on Results  
Unit 5 1c) Revealing Customer Expectations  
Unit 6 Exercise 1c) Revealing Customer Expectations  
Unit 7 1d) Validating Needs & Expectations  
Unit 8 Exercise 1d) Validating Needs & Expectations  
Unit 9 1e) Managing Your Intended Outcomes  
Unit 10 Exercise 1e) Managing Your Intended Outcomes  
Unit 11 1f) Self-Assessment  
Unit 12 Exercise 1f) Self-Assessment  
Unit 13 Exercise 1f) Topic Mastery  
Module 2 Check Your Assumptions
Unit 1 2a) What are Assumptions?  
Unit 2 Exercise 2a) What are Assumptions?  
Unit 3 2b) What are Common Sources of Assumptions?  
Unit 4 Exercise 2b) What are Common Sources of Assumptions?  
Unit 5 2c) How Do Assumptions Work?  
Unit 6 Exercise 2c) How Do Assumptions Work?  
Unit 7 2d) How to Reset Assumptions  
Unit 8 Exercise 2d) How to Reset Assumptions  
Unit 9 2e) Cues to Identify Others' Assumptions  
Unit 10 Exercise 2e) Cues to Identify Others' Assumptions  
Unit 11 2f) Empathy as the Key to Checking Assumptions  
Unit 12 Exercise 2f) Self-Assessment  
Unit 13 Exercise 2f) Topic Mastery  
Module 3 Ask the Right Questions
Unit 1 3a) Advantages of Good Questions  
Unit 2 Exercise 3a) Advantages of Good Questions  
Unit 3 3b) What are Good Questions?  
Unit 4 Exercise 3b) What are Good Questions?  
Unit 5 3c) Focus on What Customers Care About  
Unit 6 Exercise 3c) Focus on What Customers Care About  
Unit 7 3d) Self-Assessment  
Unit 8 Self-Assessment: Ask the Right Questions  
Unit 9 Topic Mastery: Ask the Right Questions  
Module 4 Listen Effectively
Unit 1 4a) Listening Builds Trust  
Unit 2 Exercise 4a) Listening Builds Trust  
Unit 3 4b) Level 1 & Level 2 Listening  
Unit 4 Exercise 4b) Level 1 & Level 2 Listening  
Unit 5 4c) Silence  
Unit 6 Exercise 4c) Silence  
Unit 7 4d) Listen via Ears, Eyes, Heart, Mind  
Unit 8 Exercise 4d) Listen via Ears, Eyes, Heart, Mind  
Unit 9 4e) Self-Assessment  
Unit 10 Self-Assessment: Listen Effectively  
Unit 11 Topic Mastery: Listen Effectively  
Module 5 Communicate Accurately Remotely
Unit 1 5a) Focus on the Positive  
Unit 2 Exercise 5a) Focus on the Positive  
Unit 3 5b) Focus on What the Customer is Really Asking  
Unit 4 Exercise 5b) Focus on What the Customer is Really Asking  
Unit 5 5c) Use Professional Communication Best-Practices  
Unit 6 Exercise 5c) Use Professional Communication Best-Practices  
Unit 7 5d) Present the Best of What Your Company Stands For  
Unit 8 Exercise 5d) Present the Best of What Your Company Stands For  
Unit 9 5e) Self-Assessment  
Unit 10 Self-Assessment: Remote Communication  
Unit 11 Topic Mastery: Remote Communication  
Module 6 Advising & Partnering Through Trust
Unit 1 6a) What is Trust  
Unit 2 Exercise 6a) What is Trust  
Unit 3 6b) Trusted Advisor Roles  
Unit 4 Exercise 6b) Trusted Advisor Roles  
Unit 5 6c) Partnering  
Unit 6 Exercise 6c) Partnering  
Unit 7 6d) Partner Levels  
Unit 8 Exercise 6d) Partner Levels  
Unit 9 6e) Self-Assessment  
Unit 10 Self-Assessment: Advising & Partnering  
Unit 11 Topic Mastery: Advising & Partnering