Maximising Client Relationships

Formation inter-entreprise

À qui s'adresse la formation?

This course will be of benefit to those seeking to build stronger external client relationships as well as delegates focused on improving communication with internal customers, subordinates and work colleagues. It is an important course for those responsible for the organisation’s reputation and customer satisfaction.

Niveau atteint

Débutant

Durée

1,00 jour(s)

1 day course

Langues(s) de prestation

EN

Prochaine session

Objectifs

By the end of the course, delegates will be able to:

  • understand the relationship between behaviour, impact and customer perception
  • to influence and build rapport with others by adapting communication style
  • provide excellent customer service using the core communication skills
  • establish and build rapport with a range of customers and work colleagues by using the appropriate communication style
  • use the language of influence - words and phrases that build trust and confidence
  • to guide the customer to a positive outcome in day to day service encounters
  • understand the psychological aspects of managing successful customer interaction

Contenu

Strong client relationships are important for any organisation that seeks to maintain a loyal customer base. As the economic climate has become more challenging customers’ trust in traditional service providers has declined. Research has shown that how client-facing staff behave and interact are key to customers perception of value and customer care. In this intensive training programme financial service professionals will be given advanced communication tools and customer service techniques to recognise customer needs, build rapport and cooperation and maximise customer satisfaction.

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