Course Description
ESSENTIAL CLIENT SERVICE SKILLS – BUILD COMMITMENT AND LOYALTY
This high-energy workshop provides an introduction to the fundamentals of building effective client relationships and providing excellent client service.
It is designed to generate enthusiasm for and commitment to the specific actions identified for success as well as building confidence among participants in their client relations skills.
The workshop will present opportunities within the digital live interactive group setting to understand client requirements and how to meet these in a way that is consistent with the requirements of the business.
During the workshop, participants will learn about best practice, they will share their own stories and they will work together to create a plan for implementing what is learned.
On completion of this course you will:
- Learn how to create service that builds client commitment and loyalty
- Learn how to create professional impressions
- Understand the needs and concerns of clients
- Develop high levels of listening and questioning skills
- Learn how to deal potentially challenging situations
- Learn how to adapt your personal style to communicate more effectively with clients
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Create a personal commitment to action – participants will identify up to three actions/behaviours to focus on to deliver excellent standards of service
Who should attend?
- People who deal directly with customers, internal or external, on the phone or face-to-face, and who are new to the role
- Customer services team leaders and supervisors who want to coach their team members to be more effective
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Testimonials
European Consumer Centre staff learnt a lot from this course.It was practical, thought provoking and thoroughly enjoyable.
European Consumer CentreEuropean Consumer Centre staff learnt a lot from this course. It was practical, thought provoking and thoroughly enjoyable. We have put some of the suggestions made into practice and are discovering the positive effects that using various communication skills can create when dealing with customers. We would highly recommend this course to others working with the public. European Consumer Centre
I will benefit most from the training on how to approach questions, listening skills and postural change techniques. I found the interactive work and in- class examples very effective.
KPMGI will benefit most from the training on how to approach questions, listening skills and postural change techniques. I found the interactive work and in- class examples very effective. The section on dealing with difficult clients was very useful. It was useful to hear from the facilitators about their experiences and to listen to the instructor on certain small things to be aware of before engaging with clients. KPMG
The techniques and skills for diffusing difficult situations – how to calm a situation by listening and asking good questions will have a big impact on my work...
Lionbridge TechnologiesThe techniques and skills for diffusing difficult situations – how to calm a situation by listening and asking good questions will have a big impact on my work. It was very interesting to hear other participants experience and views. A most enjoyable course. Lionbridge Technologies
The trainer has excellent communication and facilitation skills herself. Her passion for this course had a great impact on me.
IBMThe trainer has excellent communication and facilitation skills herself. Her passion for this course had a great impact on me. IBM
This course is fantastic. It empowers and reminds us of what we can do in difficult situations to create better outcomes.The course was great for brushing up on customer service skills...
Food Safety Authority of IrelandThis course is fantastic. It empowers and reminds us of what we can do in difficult situations to create better outcomes. It is so expansive, covering relations with customers from many different aspects and with a refreshing attitude. The course was great for brushing up on customer service skills. I found the piece on different personalities and traits to be most useful. Food Safety Authority Ireland
Good course, good delivery, good response. This course was very relevant and well-suited to our needs.
Northern Ireland Tourist BoardGood course, good delivery, good response. This course was very relevant and well suited to our needs. Realising that I have to adapt my communication style to suit different personalities will most impact my work. Northern Ireland Tourist Board
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