Building Superior Client Service

For frontline practitioners who want to successfully identify client needs, improve critical communication skills & develop strategies for building effective rapport.

Course Aims

This course will equip practitioners with the skills necessary to:

• Successfully identify client needs
• Hone critical communication skills essential to create trust & a professional rapport with clients
• Deliver a superior client service

Course Content

This training course will cover:

• Client service concepts
• Sharing commitment & standards – working as an individual and as a team using organisational values
• Client needs & clarity around client expectations
• Working styles
• First impressions count – establishing effective rapport
• Body language – verbal & none verbal messages
• The Carnegie ‘SOFTEN’ method
• Active Listening
• Critical communication skills -face to face, telephone, email & the written word
• Dealing with client service problems
• Personal action plans

Duration

One Day

Who is it for?

Mandatory for all ‘Meeters & Greeters’. This course will also provide useful skills and strategies for ETAs and all delivery practitioners who would like to provide a first class client service.