How do you deliver excellent service to your clients, day after day, no matter what other issues and problems are going on? This course focuses on the skills you need to consistently exceed your clients' expectations. It will enhance both your skills and your confidence in handling interactions with clients and enable you to implement best practice client service techniques. During this intensive workshop we’ll cover the key skills and techniques needed to provide outstanding service to all your clients - internal as well as external – how to generate client loyalty and how to deal with complaints and other difficult situations. The approach is highly interactive, giving you the opportunity to practice all the skills you learn.

Course Content

• How to create a positive first impression with all clients
• Keys to always getting your personal presentation right
• How to read clients' body language and how to use your body language and voice flexibly and effectively
• How to build rapport with all clients
• How to use questions effectively
• The key steps in the service process
• The link between outstanding service and your department’s/institution’s success
• Who are your clients (both internal and external) and how do they perceive you?
• What is your competitive advantage?
• Analysing the dangers and opportunities of dissatisfied and delighted clients

Course Outcomes

By completing this course participants will be able to:

1. Create positive first impressions with clients
2. Read clients and use your body language and voice effectively
3. Ask relevant questions
4. Listen actively
5. Build rapport with clients
6. Understand and follow the key steps in the service process
7. Understand the importance of client service to your department’s and institution’s success
8. Analyse who your clients are, how they perceive you and what you need to do to achieve excellent service
9. Understand your competitive advantages and how to enhance them
10. Understand the dangers and opportunities of dissatisfied and delighted clients
11. Understand the effects of exceeding client expectations
12. Implement best practice customer service techniques
13. Respond positively to complaints and difficult clients
14. Develop and implement an action plan to achieve consistent excellent service.

Suitable for

Anyone who deals with customers, stakeholders and clients.