You know the basics of the job but want to make a real difference? Then this one-day course is for you. You’ve had some experience of working in the front line but feel now is the time to more up a gear and want to explore ways of adding value to your job. Who should attend • Anyone who is looking for some new ideas to improve their client service. • All those people that want to make a positive contribution to the work of their team.
Why you should attend Clients are becoming better informed, realise that they have a choice and recognise that they have greater power then ever before. However, clients’ perception of how they are cared for as individuals is evaluated much more stringently than they evaluate the advice you give them. On this workshop you can gain an insight into how to make a positive influence on clients and enjoy your job more.
What the programme will cover • What does exceptional client care look like? • Client service cycles and how to avoid the pitfalls • Developing a team approach to exceptional client care • How we can add value to what we do? (Say, making asking for the money much easier!) • How we can be more assertive yet still show we care? • Advanced crisis management. • The non-aggressive approach to getting your way with clients.
Training Methodology This workshop will be highly participative and your seminar leader will present, guide and facilitate the learning, using a range of methods including discussions, case studies and exercises. Where appropriate, these will include real issues brought to the workshop by delegates. The workshop is backed-up with a full delegate workbook, visual aids, and case material where appropriate.
Workshop Duration Usually one day as a guide although some organisations have benefited from a half day follow-up – usually split over a few weeks as issues that arise on the first day may take a while to resolve internally. Be prepared to be flexible – we are!
Maximum Group Size Ideally, no more than 12 people per workshop but since this event is designed as an in house programme with your key people, it can be adjusted to accommodate your needs