Providing Exceptional Client Service

Overview:

Clients are the lifeblood of any organisation, without them there will be no business. Providing clients with exceptional service is a business necessity and is vital whatever the size of the organisation - ignore them at your peril!

Aims & Objectives:

To understand the value of building long term relationships with clients to the business

To understand the value and impact of every client interface to the success of the individual and to the organisation.

To describe why clients are critical to the success of the business
To understand how every client interface is a moment of truth
To know the fundamentals of Transactional Analysis and how to use these skills in the workplace
To explain the reasons why a win-win situation is ideal when dealing with clients
To know how to manage dissatisfied and difficult clients

Course Outline:

Clients are critical to the success of the organisation
- Understanding who are our clients
- Knowing what the clients require from us
Developing professional relationships with clients through effective communication
- Managing every point of contact
- Verbal, written and non-verbal skills
- Telephone and face-to-face contact
- Questioning techniques
- Understanding Transactional Analysis
Dealing with dissatisfied and difficult clients
- Source and benefits of complaints
- Aiming for a win-win situation