Client Servicing

Course Overview

Having client oriented mindset and trained professionals are no longer just a necessity for big organizations but is also expected from personnel at small and medium enterprises. Acquiring and retaining clients will continue to be a priority as more and more businesses offer upgraded client experience through higher standards of professionalism, convenience, reliability, quality and trust assurance as deciding factors for winning clients instead of just price alone.

Trainees attending this program will be trained with soft skills to manage clients, and effective methods of client servicing expected of true professionals. Trainees will learn the importance of having a client centric mindset and ways of enriching their relationship with clients.

Language

English

Level

Beginner and/or Intermediate

Course Objectives

  • Develop a service oriented mindset
  • Understand the service values of a company
  • Appreciate the value of clients
  • Impact of positive and negative client experience
  • Learn about the 5 levels of service
  • Identify the current level of services provided to clients
  • Identify simple tasks/ways to “wow” clients
  • Develop key client service and communication skills
  • Identify different client types and apply effective communication methods
  • Appreciate different knowledge levels of clients
  • Apply specific methods to handle difficult clients

Training Methodology

  • Impactful mini lectures
  • Group discussions
  • Video clips
  • Music
  • Games
  • Scenario based role play
  • Case studies
  • Instant feedback from trainer

Course Content

Day 1

Module 1: Service In The Experiential Economy

  • Introduction and ice breaker
  • The impact of positive and negative customer experience
  • The definition of exceptional service
  • The evolution of service in the experiential economy
  • The importance of creating a service mindset

Module 2: Creating A Branded Customer Experience

  • What is branded customer experience
  • Service values
  • Embracing the client experience spirit
  • 5 levels of service quality
  • Ways to “Wow” clients

Module 3: Creating The Right First Impression

  • Creating positive and lasting first impressions
  • How first impressions are created
  • Service professional competencies

Module 4: Professionalism Over The Phone

  • Pre-preparation for inbound and outbound calls
  • Inbound call opening: greeting your customer correctly
  • Outbound call opening: 3 elements of a perfect call greeting
  • Call closing: ending calls professionally
  • Tonality, pace & articulation
  • On hold and call transfer techniques
  • Telephone etiquette

Module 5: Communication Fundamentals

  • The communication model
  • 3 types of listening
  • Questioning skills
  • Identifying effective questions to understand client’s requirements
  • Techniques of building rapport with clients

Day 2

Module 6: Service - Face To Face

  • Communicating positively: striking the right body posture, facial expression, hand gestures
  • Mehrabian model: “it’s not what you say, it’s how you say it”
  • Perfecting body language to feel more confident in any situation

Module 7: Communicating Effectively With Different Personalities

  • Identifying different types of clients
  • Identifying different knowledge levels of clients
  • Understanding the personalities through disc personality assessment
  • Recognizing clients’ personality through phone and face-to-face interaction
  • Adapting your personality style to communicate effectively

Module 8: Projection Of Service Via Emails

  • The 7 Cs of writing effective emails
  • Creating the right first impression when responding to emails: tardiness, timeline & courtesy
  • Email etiquette
  • Tools to check grammar and spelling

Module 9: Managing Difficult Customers

  • Causes of conflict
  • Stages of conflict
  • Using the heat approach to pacify clients
  • Using the ADR technique to manage any type of difficult client
  • Saying no without causing resentment
  • Positive phrases to use

Module 10: Managing Complaints & Principles Of Service Recovery

  • Defining a complaint
  • Knowing the difference between complaints, customer feedback, query, etc
  • Treating complaints as a gift
  • The 4 components to a successful service
  • Recovery program – fixing the situation
  • Comprehensive service recovery plan

Module 11: Personal Action Plan

  • Recap & summary of the workshop
  • Q & A
  • Self-enquiry: “Behaviour I’d like to keep, share and stop”