Customer Communication Seminar: Guiding and Advising Customers
Win over customers, clarify expectations, secure projects
- Actively and confidently manage customer relationships
- Conduct targeted analyses of stakeholder and power dynamics
- Guide consulting sessions to a clear outcome
- Address your own customer situations in a practical manner
Training formats
Open enrolment training
Benefit from exchanging ideas with participants from other companies.
- Sound knowledge, engagingly taught and put straight into practice
- Two compact days, reliable scheduling
In-house training
We come to you – tailored, flexible and practical for your team.
- Content tailored to your team and your projects
- Date, location and language as you prefer
Individual coaching
One-to-one coaching for your goals and specific project challenges.
- Maximum focus on your questions
- Scheduled to suit you
Seminar at a glance
What is this seminar about?
Guiding clients in a project means providing direction, actively managing expectations, and remaining capable of taking action even when interests differ. You’ll analyze client needs and power dynamics, choose appropriate communication strategies, and learn to exercise your influence clearly and respectfully. At the same time, you’ll strengthen your consulting skills to address objections persuasively and achieve sustainable results. In this way, you’ll actively shape client relationships without losing sight of costs, deadlines, and project goals.
- Duration 2 days
- Format Face-to-face or Live Online
- Target group Project Managers, Subject Matter Experts, Technical Consultants, Customer Service Representatives, Account Managers, Sales Representatives
- Prerequisites A basic understanding of project management is helpful
- PDUs 16 PDUs | 8 Power Skills and 8 Business Acumen
- Certificate Digital certificate of participation; IPMA-certified participants also receive a certificate of continuing education
- Price 1,690 euros plus VAT
What you'll be able to do after the seminar
- Reliably identify customer needs behind statements
- Address unrealistic requirements early on
- Articulate your own positions clearly and persuasively
- Consciously perceive and interpret body language
- Formulate objections respectfully and effectively
- Recognize and influence the course of a conversation early on
- Select and apply consulting approaches appropriate to the situation
- Navigate difficult customer situations manage confidently
Course Dates
More options
Seminar content
Structured. Practical. Directly applicable in your project work.
Effectively Managing Customers
- What role should my client take on?
- Which leadership style is best suited to the situation?
- When does a customer need clear guidance, and when does he or she need the freedom to make his or her own decisions?
- How do I deal with hesitant, demanding, critical, or upset customers and stakeholders?
Supporting Customers Through Change
- How can I create new perspectives and options instead of simply presenting the customer with ready-made solutions?
- How can I leverage the client’s existing resources and expertise to develop sustainable solutions?
- How can I increase my personal effectiveness?
Developing a Professional Consulting Role
- What does ” professional consulting” mean?
- How do I combine subject matter expertise with consulting skills?
- How do I evolve from a technical contact to a trusted advisor?
Clarify the customer's order and expectations
- Communication analysis – how do I recognize the true customer needs?
- What are the goals and expectations?
- How can I work with the client to establish a shared understanding of the current situation and our goal?
Build and actively manage customer relationships
- Stakeholder Analysis with a Focus on Customer Management—What Are the Power Dynamics in the Project?
- How can I build trust and a strong relationship as the foundation for successful counseling?
- How can I identify disruptions and resistance and address them professionally?
- How do I establish rapport?
- How do I adapt my communication?
Managing Customer Conversations in a Targeted Manner
- How do I conduct conversations that lead to clear results?
- What questions help customers move forward?
- How do I give constructive feedback?
- How can I establish clear agreements and next steps?
Trust from Businesses
More than 1,200 participants and companies rely on PS Consulting.
Mir hat besonders gefallen, dass wir ganz bewusst analog gearbeitet haben. Die Gruppenarbeiten und die konkreten Beispiele zur Gesprächsführung waren sehr hilfreich. Man hat außerdem gemerkt, dass die Fortbildung wirklich auf unsere Themen und unseren Bedarf zugeschnitten war.
Cosima Pleuger
Seminar advice & in-house solutions
Any questions?
I am happy to help you find the right solution for you or your company.
Whether an open seminar, in-house training or individual coaching – I will advise you personally and without obligation.
Seminars to Help You Take Your Next Step
Frequently asked questions
Leadership isn’t just about hierarchy. Especially in projects, it’s important that you, as a project manager, are also able to lead your clients.
This means ensuring that the client takes on the necessary responsibilities, makes decisions in a timely manner, and supports the project through their role and authority. In this context, client management does not mean giving the client instructions, but rather providing targeted support to help them effectively fulfill their role in the project.
Managing clients requires tact and the ability to put yourself in your client’s shoes. At the same time, you need to know exactly what the project and the desired outcome entail.
Therefore, make it clear to your client what role they play in the project, what tasks they need to take on, and what decisions need to be made. Inform them about these tasks and decisions clearly, directly, and in a timely manner.
There could be various reasons for this. Perhaps you haven’t yet figured out how to communicate your recommendation in a way that helps your customer see the specific benefits for themselves.
More often than not, however, it’s because you haven’t yet fully understood your customer’s requirements and needs. So ask more specific questions: What else is important to your customer? What interests and expectations are driving their decision?
The better you understand your customers, the better you can advise them and make appropriate recommendations.
First, you should clearly explain to your client what their expectations entail and how they affect costs, deadlines, and services.
An expectation that initially seems unrealistic may very well be achievable if the client is willing to invest more time or money. Another option is to redefine priorities: Perhaps requirements that were previously agreed upon are now less important and can be set aside in favor of the new expectations.
As a service provider, it’s your job to clearly state what is realistically possible within the agreed-upon budget and timeframe—and where you need to draw a clear line.
Effective customer management starts with listening more closely and better understanding what your customer really wants and what needs lie behind their statements.
At the same time, you need a clear understanding of what the project requires to achieve the agreed-upon outcome. The key skill lies in bringing these two perspectives together and communicating them clearly.
This way, you can not only provide your clients with better advice, but also give them targeted support to help them make the right decisions and successfully fulfill their role in the project.