Exceeding Client Expectations

Day Two – Course Overview

Developing excellent client service

  • The Client Service Experience – an excellent experience?
  • Identifying the differentiators
  • How does this apply to our organisation
  • The benefits

Managing clients’ expectations

  • Understanding your clients – a different perspective
  • Developing effective communication skills
    • Active listening
    • Making assumptions
    • The art of questioning, clarifying and summarising
  • How well are you doing?

Dealing with challenging clients

  • Clarifying the issue
  • Being assertive
  • Applying the Golden Rules

You and client care

  • SWOT Reflection
  • Setting SMART Objectives