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Front Line Client Services

Course Description

First impressions count. Employees who have face-to-face contact with clients play a critical role in creating a positive impression of a business. The image of front-line staff leaves a lasting impression upon current and prospective clients within the first five seconds of meeting them. Once established, this impression is exceedingly difficult to re-shape and at worse, will result in losing business to the competition.

This course is provided in association with image fashion consultant Wendy Casey-Janes. It teaches a range of client-facing skills, from dressing to make a professional impression to providing a welcoming and businesslike service to clients. Delegates will be encouraged to develop their assertiveness, as well as a defined selection of client-facing skills focused on communicating effectively.

Learning Objectives

By the end of the course, delegates will have a good understanding of:

- the importance of dressing to support the corporate image
- the difference between suitably stylish and inappropriate business attire
- presenting a professional and friendly image
- communicating effectively with visitors and clients
- providing a welcoming service to clients
- dealing assertively with difficult situations and seeking solution based outcomes
- awareness of cultural differences
- communicating effectively at different levels

Target Audience

This course is suited to anyone who deals face-to-face with clients in any sector of any industry. This can range from receptionists to senior client eelationship managers, or indeed any other members of staff. The course is also suited to anyone who feels they needs to improve their self-image in order to ensure the highest levels of customer satisfaction. The course can be delivered to a group or can be delivered as a coaching session to individuals.

Duration

1 day for up to 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