Client Services Training
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Delivering Exceptional Client Services: How to Build Lasting Partnerships
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Program Overview
You can't be all things to all people, nor should you try. However, you should be the absolute best at what you do for the audience you intend to go after. Too often, businesses don't think about who they are and how they can attract and then keep their ideal customers. In this client services training program, participants will identify their brand's image and how to live up to that image when relating with clients.
Program Objectives
At this program's conclusion, participants should be able to:
- Articulate the organizations brand image.
- Describe exceptional client service.
- Identify behaviors compatible with the organization's brand over the telephone, in person, in email.
- Recognize barriers to the delivery of outstanding client service.
- Identify and adapt to specific client behavior styles.
- Demonstrate how to measure client satisfaction levels and take corrective action if needed.
- Explain techniques for dealing with angry or upset clients.
- Describe the importance of client loyalty and how to encourage loyal clients.
The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).
Course Outline
Your Brand's DNA - What Are You Selling?
Knowledge goes a long way toward the delivery of exceptional customer service. The introductory lesson looks at the factors that make service outstanding and those that send customers to your competitors.
Know the Nine Expectations
Delivery of a product or service alone will not guarantee repeat business. Another portion of the session explores nine expectations customers have of their service providers and explains how these expectations can be met.
The Communication Jungle: Understanding Different Communication Styles
Customers have varied behavioral styles. Learning how to adjust to each improves customer service and communication. Using Business Training Works' signature diagnostic tool, The Communication Jungle, participants will learn to identify their own behavioral styles, the styles of their clients and customers, and how to adjust to each for better communication. This unit is beneficial to all who wish to provide exceptional customer service to a variety of people.
It's Not What You Say: Rephrasing for Better Relationships
The lesson "it's not what you say but how you say it" is one that takes some people years to learn. In this component, participants will learn how to use language to its best advantage during customer interactions. Special emphasis is placed on learning to say "no" in ways that reduce conflict and eliminating phrases such as, "that's not my job," and "I don't know."
The Good, the Bad, and the Ugly: Dealing with Difficult Customers
Not all customers are easy to deal with. Using real-world case studies, participants will learn in this discussion how to effectively interact with angry customers, complaining customers, those who try to take advantage of the organization, and more.
Tools of the Trade: Voicemail, Email, Memos, and More
When used poorly, certain office communication tools designed to improve business communication and customer service do exactly the opposite. Anyone who has ever sent a misinterpreted email can attest to this fact. From writing style and grammar to telephone etiquette, this module reviews customer service communication tools and how to use them for maximum effectiveness.
The Clinic: What We Can Do Better
This action-oriented section looks at an organization's current customer service practices and asks participants to list the things that they personally and as a group could do immediately, within a few weeks, and within a few months to improve customer service.
Customer Service Stress: 15 Minute Mini Spa
Dealing with customers' needs, wants, and frustrations can lead to unneeded stress. The course concludes with stress management techniques to ensure that the provider stays refreshed and alert and that the service being delivered is the best that it can be.
At the program's conclusion, participants will have an understanding of what makes a good customer service experience, how to deliver excellent customer service, how to deal with difficult customers, and how to take care of themselves.
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This course is available onsite for groups. We do not offer the program in a public format. Please contact us to speak with a facilitator about your needs and bringing this workshop to your organization.