Course Overview

This programme focuses on exploring behavioural styles and how they impact our communication with the client. It equips delegates with the tools to build on strengths and identify areas for development. The programme highlights the key relationship between the client and the service provider and the importance of communication and trust in maintaining and extending a client base.

The programme places particular emphasis on telephone techniques and solving customer problems on the telephone. Also covered is writing skills including letter writing and emails. Time is given to considering both the benefits and potential drawbacks of email communication.

Course Objectives
At the end of this programme, delegates will be able to:
Build rapport to enhance client relationships and develop trust;
Outline the importance of achieving excellence in client service;
Analyse the consequences of their behaviour on others;
Identify, meet and wherever possible exceed client expectations;
Use the telephone to create a positive image and enhance client relations;
Structure all written information using a clear, logical, and reader friendly style;
Use effective listening and questioning skills to resolve difficult client situations.

Target Audience

All Managerial staff

Duration

1 Day

Methodology

A combination of theory input, skills practice, group exercises and discussion

All programmes are customised to meet the development needs of the organisation and its employees.