Delivering Great Client Service

Duration:

1 day

Overview

The aim of this programme is to ensure that staff respond to a client’s needs in a professional and company focused manner, whilst being able to handle stressful situations.

It shows them how to be proactive, take ownership and recognise the importance and benefits (to the client and your business) of efficient and professional management of challenging clients.

We will also include how to communicate effectively to help control the situation and achieve a positive outcome in a professional manner.

Who will the course benefit?

People who are already experienced in dealing with client service enquiries and are looking to increase their knowledge and skills with this.

Course Objectives

This course will enable delegates to:

  1. Understand what client service really means

  2. Acknowledge the importance of first impressions given

  3. Understand how we perceive our clients and how that affects our behaviour towards them

  4. Choose a from a variety of strategies in order to handle different behaviours

  5. Describe the child-parent-adult behaviors that are apparent in client relationships and how they can turn these behaviours round to their advantage.

Course Content

  • Welcome & introductions

  • Managing the ‘Moment of Truth’ - We focus on what Client Service and Client Care really means to us. Delegates relate their personal experiences of service, good and bad, and how they can use these experiences to their advantage.

  • Dealing with Challenging Situations

    • Why does it happen?

    • What are the indicators?

  • Options for dealing with conflict

    • Conflict Handling Styles

    • Definitions

    • Behaviours

    • Skills of assertiveness

  • Dealing with aggression

    • Behavioural Styles

    • Behaviour Matrix

    • 4 Behavioural Styles – which are you?

  • Transactional Analysis

    • Why do we behave the way we do?

    • What affect does your behaviour have on others?

  • Workshop – Who do you want to influence?

  • Review actions points

  • Close

Logistics

Timings: 9am to 5pm for the day

Number of participants: We can accommodate up to 10 participants during this 1 day programme

Cybèle team: 1 trainer for the day

Equipment needed: Training room large enough to house 10 people comfortably with space for smaller group work and room to move around. Also 2 x flipcharts & paper; projector and screen please.

We will also supply our Digital Voice Coach System.

Programme materials: Will be supplied by Cybèle including joining instructions for distribution in advance of the programme.