Duration: 2 Days
Course Overview
When we consider client services, we often think of organisations in a ‘for profit’ world that are keen to impress their clients to extend their relationships. The same ethos applies in a ‘not for profit’ organisation. By developing a client service culture, the end benefits are clear:
• The client becomes the heart of all we do
• Teamwork is required to identify and manage expectations
• Proactive communication is enhanced by seeking feedback
• Expectations are managed both for the client and internally
• Outputs become value-add in the eyes of our clients
A client centric alignment places the client at the heart of everything we do. When we make promises and then do not deliver, the client does not forget. A key component is on problem solving. Consider why problems occur and what can be done to prevent reoccurrence. This can only be achieved by working with the client , showing you care and working with fellow colleagues to develop a client orientated culture.
Being client centric occurs at two levels:
Individually:
Improving communication skills, seeking feedback, leveraging emotional intelligence, following through on promises.
Organisationally:
Developing a client centric culture, understanding the needs of clients, and then proactively managing them, looking at lessons learned, measuring successes, and missed opportunities and ultimately working towards becoming a trusted partner
Highly interactive and hands-on, intended for staff members to develop and enhance their client service skills within the organization’s operating environment. It provides participants with a variety of exercises to practice the techniques presented and gives the opportunity to receive feedback from the trainer and colleagues.
COURSE OBJECTIVES
• Understand how client service is a choice shaped by behavior
• Improve the ability to support clients effectively when interacting with Divisional staff
• Communicate to connect with your clients, assessing and developing your interpersonal skills
• Assess problems and identify solutions to common client interactions
• Apply techniques to deal with difficult clients
• Develop a client service set of values to become the trusted partner
Course Content
Becoming Client Orientated
• The what and why of client service
• From ethos to practice
• Identifying and prioritizing clients
• Establishing their needs and proactively managing expectations
• Using client service to develop a value-add approach to each interaction undertaken with the client
Group Activity: Identifying a “happy” client
What does a client expect and what do we need to manage? Do we need to delight our clients or identify and then manage their needs?
Developing a Client State of Mind
• Defining and communicating the goals of client service excellence
• Meeting expectations of all parties
• Walking the talk; experiencing the clients perspective
• Making an immediate impact; engaging with the clients
• Developing the culture of authentic commitments, by not over or under promising – just delivering
Group Activity: Who are our internal and external clients and how are they being managed?
Cluster clients from an influence and interest perspective, to provide a focus on where to proactively manage needs, with a uniform and consistent approach.
Creating a Proactive Communication Stance
• Communicating to connect with the client
• The implication of body language in a virtual world
• The impact of communication tools on engaging with clients (operating in a virtual, face to face and hybrid world)
• What to say and what not to say to clients
Paired Activity: The power of feedback
Recreating phone situations and becoming aware of the filters we use to limit the information we receive. Develop strategies to become more aware of what clients are actually telling us, not what we think they are telling us.
Group Activity: Enhancing body language skills
Focusing on body language – the main constituent of human communications, to improve our ability to communicate, understand and connect
Utilizing Emotional Competencies to Enhance Client Service Approaches
• Utilizing the self and social competencies to enhance the communications, and care shown to clients
• Emotional competencies include self-awareness, self-management, social awareness and relationship management
• Develop emotional competencies to enhance positive client interactions and manage difficult situations
Group Activity: Applying emotional intelligence to difficult client interactions
By using this as a tool, we can learn to manage situations experienced. A range of scenarios will be analyzed and emotional intelligence applied to resolving client issues
Day 1 Review
• Identifying key learning points to take back and adopt in the working environment
Handling the “Difficult Client ”
• Establishing the root cause
• Techniques for diffusing anger
• Finding solutions, through proactive problem solving
Group Activity: Handling a “difficult” client
Assessing techniques for handling difficult clients. Is difficult a perception? Putting ourselves in their shoes and using the art of active listening to truly understand the root cause of the issue faced.
Becoming Solution Orientated
• Taking ownership of the issue, by showing your care
• Turning a complaint into an opportunity
• Developing a problem-solving approach through questions
• Ensuring the client is kept informed
• Keeping a positive frame of mind and not focusing on negatives
Creating a Client Service ‘Set of Values’
• Establishing the rules of engagement
• Ensuring that the right resources are available to deliver success
• Measuring success
Group Activity: Creating a client centric culture
Focusing on what clients can expect to receive in both what we do and how we do it. Ensuring that any promises created, can be fulfilled.
Creating a Client Service Culture
• Embedding the knowledge into day-to-day activities
• Creating an action plan for implementation both individually and as an organisation
• Identifying the mechanisms for continual improvement
Personal action: What to do, what not to do and what to stop doing
What can each individual undertake to create a more unified client centric approach? The actions of each individual when combined with their colleagues, creates a proactive client orientated culture.
Next Steps for APMG Certification
To qualify for the APMG Certification, participants should:
• Attend the Achieving Service Excellence: Foundation course
• Attend the Achieving Service Excellence: Advanced course
• Pass the Achieving Service Excellence: Advanced Exam
Achieving Service Excellence Advanced Exam information:
• 30 multiple choice questions, to be answered within 1-Hour.
• There will be an additional 15 minutes time for staff whose first language is not English.
• Pass mark 65%, answering 20 or more questions correctly to pass and achieve certification.