Duration: 2 Days
Course Overview
Often large organizations have many employees that never interact with their end “clients”, but in fact deal mostly with their internal colleagues. Whenever an individual creates an output that is used as an input by someone else, whether they are internal or external, they should be considered as a client.
By developing a client centric approach, and ultimately creating a client centric culture, the end benefits are clear. You attain:
• Teamwork by breaking the silo mentality
• Communications that is enhanced by seeking feedback
• Outputs are of value add in the eyes of your clients
A client centric alignment focuses at the heart its clients and then everything we do is to manage the expectations of the client. When we make promises and then do not deliver, the client does not forget. A key component is on problem solving. Consider why has the problem occurred and what can we do to prevent it from reoccurring. This can only be achieved by working with the client, showing you care and working with fellow colleagues to develop a client orientated culture.
How can I attend my course?
COURSE OBJECTIVES
• Identifying a “happy” client
• Who are our internal and external clients and how are they being managed?
• The power of feedback
• Enhancing body language skills
• Handling a “difficult” client
• Developing a problem-solving strategy
• Creating a client centric culture
• Brainstorming a client charter
• Personal action: What to do, what not to do and what to stop doing
Course Content
Becoming Client Orientated
• The what and why of client service
• From ethos to practice
• Identifying clients and managing their expectations ?
• Establishing their needs and developing a solution
Develop a Client State of Mind
• Defining and communicating the goals of client service excellence
• Meeting expectations of all parties
• Setting and aligning goals ?
• Walking the talk; experiencing the clients perspective
• Making an immediate impact; engaging with the client
• Developing the culture of authentic commitments: not over or under promising – just delivering
Create a Proactive Communication Stance
• The impact of communication tools on engaging with clients
• Communication skills and telephone techniques ?
• What to say and what not to say to clients
Toolkit for Successful Conversations
• Enhancing your communication skills for a successful conversation ?
• Tools for managing body language, speaking persuasively and active listening
• Asking the right type of questions and employing probing techniques
How to Handle the “Difficult Client”
• Establishing the root cause
• Techniques for diffusing anger
• Establishing the why of difficult clients
• Finding solutions, through proactive problem solving
Become Solution Orientated
• 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
• Showing you care about your clients
Create a Client Services Charter
• Establishing the rules of engagement
• Ensuring that the right resources are available to deliver success
• Measuring success and defining the right key performance indicators
Moving from Charter to Culture
• Embedding the knowledge into day to day activities
• Moving from commentator to championing a client approach