Home

Building Better Client Relationships

Course Description

Strong client relationships are important for any organisation that seeks to maintain a loyal customer base. As the economic climate has become more challenging custoers’ trust in traditional service providers has declined. Research has shown that how client-facing staff behave and interact are key to customers perception of value and customer care.In this intensive training programme financial service professionals will be given advanced communication tools and customer service techniques to recognise customer needs, build rapport and cooperation and maximise customer satisfaction.

Learning Objectives

By the end of the course, delegates will be able to: - understand the relationship between behaviour, impact and customer perception
- to influence and build rapport with others by adapting communication style
- provide excellent customer service using the core communication skills
- establish and build rapport with a range of customers and work colleagues by using the appropriate communication style
- use the language of influence - words and phrases that build trust and confidence
to guide the customer to a positive outcome in day to day service encounters
understand the psychological aspects of managing successful
customer interaction

Target Audience

This programme will be of benefit to those seeking to build stronger external client relationships as well as delegates focused on improving communication with internal customers, subordinates and work colleagues. It is an important course for those responsible for the organisation’s reputation and customer satisfaction. It is also appropriate for all grades of client-facing staff, as well as those working in a back office function seeking to increase consistency in the services they provide.
This course will also benefit specialists whose role involves having a developed awareness of the customer, with an eye to continuously improve the standards of attention and service clients receive.

Duration

1 or 2 days for a maximum of 12 participants

21 May Finance pour non financiers
30 May Conflict & Communication
6 June Atteindre ses objectifs
11 June Effective presentation skills
12 & 13 June Premiers Secours selon le Règlement Grand Ducal du 6 mai 2010
18 June Telephone-based customer service
20 & 21 June First Aid and the law 2010
25 June Assertiveness and Personal Effectiveness
2 Jul Client Relationship Management
9 Jul Persuader et Influencer
16 Jul Change Management
23 Jul Creative Thinking and Problem Solving
30 Jul Business English Writing