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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

  • Developing Excellence Teams

  • The Power Of Positive Energy

  • Customer Care For Call Center Staff

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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