Target Audience

Client Facing Officers and their Managers and Supervisors.
Programme Standards

- Maximum 6 attendees
- 30 days of one to one support
- Handouts
- Programme director/s with at least a Masters Degree in the subject
- Convenient morning timings or in-house at any time for a minimum of two bookings
- Can be configured to address a number of professions and industry sectors

Price

EUR248 ex VAT per participant.
Client Servicing Workshop
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By focusing on these key topics, a workshop about client servicing can help participants enhance their client management skills, strengthen client relationships, and drive business growth through exceptional service delivery and client satisfaction.
Topics Covered

1.  Understanding Client Needs and Expectations: 
   - Techniques for active listening and effective communication to understand clients' goals, preferences, and challenges.
   - Importance of building rapport and trust with clients to establish long-lasting relationships.
   - Strategies for conducting needs assessments and gathering feedback to tailor products or services to client requirements.
   - Managing client expectations by setting clear deliverables, timelines, and communication channels.

2.  Client Relationship Management (CRM): 
   - Introduction to CRM systems and tools for organizing client information, interactions, and feedback.
   - Best practices for maintaining accurate client records and tracking communication history.
   - Segmenting clients based on their needs, value, and engagement level to personalize interactions and offerings.
   - Developing client loyalty programs and retention strategies to enhance customer lifetime value.

3.  Effective Communication and Conflict Resolution: 
   - Techniques for clear and empathetic communication with clients across various channels (e.g., email, phone, in-person meetings).
   - Managing difficult conversations and resolving conflicts with professionalism and tact.
   - Strategies for managing client objections and addressing concerns to maintain positive relationships.
   - Role-playing exercises and scenarios to practice effective communication and conflict resolution skills.

4.  Service Excellence and Continuous Improvement: 
   - Understanding the principles of service excellence and the importance of exceeding client expectations.
   - Implementing service standards and quality assurance measures to ensure consistent service delivery.
   - Soliciting client feedback and conducting satisfaction surveys to identify areas for improvement.
   - Creating a culture of continuous improvement within the organisation by encouraging employee feedback, training, and skill development.