Are you relatively new to the job or do you need a refresher? Then this one-day course is for you. Looking after clients well, helping to resolve their problems, can be one of the most rewarding aspects of any client-facing job. After all, you know what a joy it is to be treated professionally by other organisations – and what it feels like when you are not! This course lays down the fundamental client care skills in a lively and interesting format – without role-plays!
Who should attend • Anyone who finds dealing with clients a challenge from time to time. • All those people new to their client-facing job or want a refresher to review their fundamental skills.
Why you should attend Working with customers or clients puts you in the front line when dealing with all the variety of issues and problems that they bring to the organisation. Sharpening-up your communication skills and developing ways of handling difficult clients will give you the confidence to enjoy your job more. This fundamental client care course will give you practical tips and suggestions to take back to the workplace to start making a difference the next day.
What the programme will cover • Why bother with client care anyway? • Making clients feel special. • Basic communication skills over the phone and face-to-face. • How we can remain calm when we are put under pressure. • How we can profit from complaints. • 5 proven problem-solving techniques.
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.