Target Audience

Any customer facing employee in any sector and organisation.
Programme Standards

- Maximum 8 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

EUR248ex VAT per participant.
Customer Service Excellence Workshop

This is a basic customer service programme aimed at giving a basic and intermediate four hour session into the art and science of customer service and can be customised for various sectors for  a minimum of two bookings.
Topics Covered

Client Communication
This session moves beyond basic communication to explore client engagement as a strategic tool for relationship building. We will focus on techniques for active, empathetic listening that uncover unspoken needs and concerns. Participants will learn how to tailor their communication style to different client personalities and business contexts, ensuring clarity and minimizing friction. Key topics include mastering proactive communication, setting crystal-clear expectations regarding timelines and scope, and establishing a rhythm of check-ins that keeps the client feeling valued, informed, and truly heard. The goal is to create a dynamic communication loop that builds resilience against competitive pressure.

Client Management
Effective client management means steering the relationship toward mutual success while protecting the integrity and profitability of your solution, be it a product or service, or a mix of both. This module teaches participants how to translate client goals into actionable, well-defined projects that align with the solution's best interest—avoiding scope creep and feature bloat. We will cover the critical importance of clear documentation, boundary setting, and using contracts or statements of work as collaborative tools, not adversarial ones. Learn to be a strategic partner, guiding the client to the most optimal path, even if it differs from their initial request, thereby maximising long-term satisfaction and project efficacy.

Diffusing Awkward Situations
Conflict is inevitable, but escalation is optional- it all depends on you. This session equips participants with immediate, practical strategies for recognising the early warning signs of client dissatisfaction and preventing situations from getting out of hand. We will explore effective de-escalation techniques, including the L.E.A.R.N. framework (Listen, Empathize, Apologize, React, Notify), designed for immediate use when emotions run high. Focus areas include handling price objections, missed deadlines, project failures, and managing an angry client while maintaining professional composure and protecting the firm's reputation. The goal is to turn potential crises into opportunities to demonstrate reliable partnership.

Winning the Customer
The final module shifts focus from transaction to long-term loyalty and relationship building and compounding. Participants will learn how to consistently awe the client by proactively identifying and delivering value beyond the original scope of work. We will examine strategies for transitioning a satisfied client into an active brand advocate who provides referrals and compelling testimonials. Key concepts include establishing a formal client feedback loop, structuring quarterly business reviews (QBRs) for future planning, and measuring the lifetime value of a client relationship. This module is dedicated to turning successful projects into enduring, profitable partnerships that withstand any competition.