Course Outcomes

This relationship-management course will:

  • Help participants articulate their service brand and define the behaviors that support that brand in writing, on the telephone, and in person.
  • Review nine expectations all clients have.
  • Discuss client-centric language.
  • Offer strategies for managing difficult clients and challenging situations.
  • Provide suggestions for getting the most out of client interactions.

Course Overview

Whether they’re external or internal, clients matter, and how they are treated should not be left to chance.  This client-services workshop is designed to help groups identify their target markets, define their brand’s service standard, and describe what those standards look and sound like on a departmental and individual level.

Program Objectives

At this program’s conclusion, participants should be able to:

  • Explain the difference between a transaction culture and one of relationship building. 
  • Articulate the organization’s service brand.
  • Describe what exceptional client service is.
  • Explain how exceptional client service should look and sound in writing, over the phone, and in person.
  • Identify and service delivery barriers.
  • Explain how to measure client satisfaction levels and take corrective action if needed.
  • Demonstrate techniques for dealing with angry or upset clients.
  • Describe the importance of client loyalty and how to build relationships.

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).

Workshop Outline

Survey Says: Understanding How Customers Form Opinions

Like it or not, service providers are constantly evaluated by the clients they serve. Each interaction either adds to or detracts from clients’ opinions of their providers.  In this introductory discussion, we will examine the factors that contribute to what clients think, feel, and believe about us.   

Your Brand’s DNA: What Are You Selling?

You can’t live as a service brand if you don’t know what it is.  During this part of the workshop, participants will succinctly describe their purpose, service values, and the day-to-day expectations of those interacting with clients. Specifically, the group will outline its service brand when communicating in writing, on the phone, and in person. 

Divide and Conquer: Segmenting and Serving the Market

No matter how hard you try, you can’t be all things to all people.  This part of the course introduces the idea of client segmenting and designing different client experiences based on a target group’s specific needs. Working through a series of activities, participants will evaluate their clients against various criteria.  Next, they will isolate segments and describe how service will vary between each group.  

The Language of Service: Choosing Client-Centric Messages

The lesson “it’s not what you say but how you say it” is certainly true when it comes to client interactions. In this component of the course, participants will learn how to use language to their advantage.  We’ll look at alternatives to phrases such as “that’s not my job” and “I don’t know.”  We will also spend time talking about managing scope creep and saying “no” in a way that does not sour relationships.

Total Troubleshooting: Dealing with Difficult Clients

Not all clients are easy. Some are demanding, some are needy, and some uncommunicative until an emergency arises.  This course component explores common relationship-management issues.  Working through a series of case studies, participants will craft solutions to real-world problems.

The Clinic: What We Can Do Better

This workshop concludes with a planning session.  Participants will identify what they as a team need to do differently and what they can do on an individual level to deliver better service to clients.

At the program’s end, participants will understand the importance of articulating a service brand, accurately representing that brand in all communication, segmenting client groups and tailoring service experiences, choosing client-centric language, and planning solutions to address difficult situations.