Exceeding Client Expectations

Day One – Course Overview
For most organisations, just meeting their client’s expectations would provide a good experience.

To create a great experience you have to identify which areas your clients values the most and what you can do to exceed these aspects of their client experience.

This two day highly interactive workshop will combine theory with practical and relevant activities.

Welcome and Introduction

  • Who’s Who
  • Aims and objectives of the session

Understanding client service

  • Internal and External Clients
  • Why is client service important in your industry?
  • Who do you depend upon to deliver your service?
  • What/who impacts the serivce you offer?

Excellent Service

  • What does excellent mean to you?
  • What does excellent service look like?

Measuring Service

  • How do we measure the service we deliver?
  • Are our performance standards/service levels appropriate/followed?
  • How can we improve the quality of service we offer?

Effective use of feedback

  • The importance of client feedback
  • Turning feedback into opportunities
  • Retaining clients

Effective client communications

  • The 3 C’s Caring, Co-operating, Communicating
  • Using the appropriate communication tool

Reflect and Review

  • Strengths, Weaknesses, Opportunities and Threats