Providing Excellent Client Service A one day workshop
WORKSHOP AIM:
The aim of the workshop is to raise the participants’ awareness to the importance of providing excellent client service and how they can personally make a difference by contributing to the team effort when interacting with the clients.
WORKSHOP OBJECTIVES:
By the end of the workshop participants’ will be able to:
Understand the importance of providing
excellent client service
Reinforce
understanding of who the external clients are and how they can
be
better served
Contribute
to the development of a set of quality standards that the firm
will
measure itself against in the area of providing excellent client service
List the key
skills required for providing excellent client service
Effectively
turn client complaints into opportunities
Effectively
manage dissatisfied or complaining clients
Workshop Methodology:
The workshop has been designed to maximise participant involvement. A number of proven methodologies are employed including:
Consultant led input
Group/individual
based exercises
Feedback and
coaching
Workshop Content
Introduction
Workshop aims
& objectives
Workshop overview
Providing Excellent Client Service
Why client service matters
What’s different about excellent service
What the clients expect – External –
Internal
What are the obstacles to providing
excellent client service
Cornerstones for providing Excellent Client Service
Communication
Cooperation
Commitment
Managing the Clients
Turning
complaints into opportunities
Dealing with dissatisfied Clients
Dealing with angry or hostile Clients
Building positive relationships
Practical exercise
Practical
Exercise
Participants will conduct a case study driven exercise to reinforce the
importance of excellent client service
Review and debrief of exercise – Providing Excellent Client Service
Brainstorming
Screening
Introducing, improving processes
Implementing Quality Service Standards
Making a difference
Development of Personal Actions Plans – Making a Difference
Review & Summary