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Effective Client Relationship Management


Proactively manage and improve key client accounts and relationships

Event Navigation

  • « Achieving Service Excellence
  • The Effective Customer Service Manager »

Overview

This three-day highly interactive program will introduce you to a number of practical strategies, tools and techniques to help you take on the client relationship management role with clarity and confidence. We will assist you to strengthen your existing client engagement skills and help you to identify areas for personal development and enhancement of approaches that you will be able to apply in order to improve your clients experience with you. Ultimately, attendance on this course will teach you how to establish productive relationships with your internal and external clients, so that they become loyal and trusted advocates of your business.

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Details

Start:
February 19, 2016 @ 8:30 am
End:
February 20, 2025 @ 2:30 pm
Event Categories:
CS - Customer Care & Service Excellence, In-house Training Programs
Event Tags:
In-house Training Programs

Organizers

Michael Ode
Christopher Michael Gale

  • Primary objective and benefits

    By the end of the workshop participants will:
    1. Understand how to build relationships based on mutual trust.
    2. Learn how to maintain solid client relationships.
    3. Know how to prioritize your workload in order to keep your clients engaged.
    4. Become familiar with the typical signs and symptoms when your clients may become disengaged.
    5. Know the proactive steps you can take to minimize potential complaints.
    6. Learn how to use all forms of communication and be able to tap into your clients preferred channels of communication.
    7. Learn how to handle difficult clients in order to influence and negotiate a win-win outcome every time.
    8. Learn how to proactively add value to new and existing client relationships.

Program Contents

  • Module 1 -
    Forming The Relationship
    • Understand each other’s priorities
    • Research company background, services
    • Client perceptions of service and quality
    • “4 Channels Relationship Tool”
  • Module 2 -
    Building The Relationship
    • Identify what trust really means
    • 5 stages of the ‘Trust Ladder’
    • Assess where you are on the ‘Trust Ladder’
    • An introduction to the ‘CORE’ model
    • Intent, Integrity, Capability and Consistency
  • Module 3 -
    Maintaining The Relationship
    • Identifying and prioritizing key accounts
    • Establishing a rapport
    • Pre-empting questions/issues
    • Reasons for client dissatisfaction
    • Strategies for maintaining relationships
  • Module 4 -
    Communications Management
    • Communication is a key
    • Telephone and written communications
    • Face to face meeting structure outcomes
    • Critical question and listening skills
    • Effective feedback techniques
  • Module 5 -
    Difficult Client Relationships
    • Transactional Analysis
    • Typical ‘difficult’ client character traits
    • Effective influencing and negotiation skills
    • The art of conflict resolution
    • Introduction to the ‘ADAIR’ model
  • Module 6 -
    Adding Real Value
    • What does ‘value add’ mean
    • Pro-active strategies
    • ‘Appreciative Inquiry’ technique
    • The Brand Pyramid
    • Celebrating successes

Related Training Programs

  • Customer Care For Frontline Staff

  • The Power Of Positive Energy

  • Strategic Communication

Event Navigation

  • « Achieving Service Excellence
  • The Effective Customer Service Manager »

Download Brochure

Training Program Quick Facts

ID: CS11E
Duration: 3 days
Language: English or Arabic
Timing: 8:30 am-2:30 pm

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Request for Proposal

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Successful completion of the interactive GIA Certified #Innovation Masterclass training in Dubai. An enjoyable learning experience with the wonderful team of Innovators from Abu Dhabi, Dubai, Ajman and Bahrain.

30% OFF: GIA Certified Strategic Planning Professional Training 15-19 Dec 2019 Dubai - View program details online: http://bit.ly/2MESIA5Register and reserve your seat online: http://bit.ly/30VYbHY

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Interactive GIA Certified Innovation Masterclass Arabic inhouse training starting today in GDRFA Innovation center

GIA Certified Innovation Masterclass GIA-CIM® Training 8-11 Dec 2019 Dubai UAE. View program details: http://bit.ly/2MESIA5 book your seat today http://bit.ly/30VYbHY please contact: su@tpidubai.com for special group discount.

GIA Certified Strategic Planning Professional Training 15-19 Dec 2019 Dubai UAE. View program details: http://bit.ly/2owvt3k book your seat today http://bit.ly/30VYbHY please contact: su@tpidubai.com for special group discount.

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Team Power International GIA-CIP workshop

Our wonderful team of Innovation practitioners from UAE, Oman, and Jordan at GIA Certified Innovation Practitioner Training in Dubai

Great participation by sports professionals

Dr. Kasim Kanakri presentation on importance of sports #strategy and #professional #training to #football clubs and professionals

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