Sustainable Client Services

Introduction

This is an interactive workshop and time is spent discussing different encounters that we have had with clients and how we handled matters. You will also be able to evaluate your own level of service.

Learning Objectives

Understand the importance and value of legendary client service
Know what a “moment of truth is” in specifically a client-orientated environment
Receive client professionally
Understand the communication process and be able to use certain communication techniques to establish rapport and build sustainable relationships
Recognise the importance of non-verbal language
Handle problems and difficult situations effectively and efficiently, both face-to-face and on the telephone
Practise and apply telephone etiquette techniques