Client Management Skills

INTRODUCTION

Clients’ matters and management is important, whether they are external or internal, and how they are treated should not be left to chance. This course is intended to assist attendees in identifying their target audiences, defining their brand’s service standards, and describing what those standards look and sound like at the departmental and individual levels.

COURSE METHODOLOGY

This course is designed in the form of workshop which will includes a variety of learning tools to help participants function effectively and efficiently in a multifunctional environment through various methodologies including;

• Short lectures
• Brainstorming
• Case studies
• Group activities
• Role playing

COURSE OBJECTIVES

The attendees of this Certificate Program will be able to:

• Assist participants in paper, over the phone, and in person in articulating their service brand and defining the behaviors that support that brand.
• Examine the following nine client expectations.
• Discuss client-centric terminology.
• Provide ideas for dealing with demanding customers and difficult situations.
• Make tips for making the most of customer encounters.

WHO SHOULD ATTEND THIS COURSE?

• Executives
• Decision makers
• Sales managers
• Business partners
• Managers
• Heads of departments
• Anyone who is seeking improvement in skills for enhanced performance and career development

TARGETED SKILLS

• Building trust based relationships
• Influencing others
• Listening
• Interpersonal communication
• Creative thinking and problem solving
• Presenting ideas
• Building convincing business cases
• Thinking win / win
• Influencing others
• Seeking input and different perspectives
• Market analysis