Outstanding Client Service
This course offers participants the basics needed to be excellent client servers on a consistent basis. It is designed for those who are on the front end of providing service to the client, in person, on the phone and by email.
Client service is a complex professional competency, a combination of communication skills, intention to help, organized teamwork, practical knowledge and workable systems. Its contribution to an organization�s bottom line can be measured in expansion of client base, retention of clients, general corporate reputation, employee pride and increased profitability.
With our extensive knowledge of the different software currently on the market, including all Microsoft and Adobe applications, ON-TRACK Corporate Training Ltd. has a diverse and flexible schedule that can be customized to your needs – we offer group course (both public and corporate), one-on-one training, and on-site training options. We also have easily accessible on-line training videos available.
Duration: 1 Day
Objectives
After this workshop, participants will be able to:
- Accept their responsibility for efficient, effective, quality client service as part of their job and corporate mandate
- Work interactively with their team members to determine, meet and exceed client need
- Use the communication and conflict management skills needed to give the outstanding service to which they have committed
- Recognize that good systems make for good service, and thus continually improve their quality service delivery systems.
- Solve client problems professionally, over the telephone, by email, and in person, with a positive, friendly, can-do approach at all times, perceiving each client interface and challenge as a project to be successfully completed to the client’s satisfaction.
- Manage their own and others’ stress and anger in difficult situations, to arrive at mutually satisfactory solutions.
- Improve and update their knowledge of both our own and client work procedures and environments.
Methodologies
Client service is composed largely of behavioural skills and requires interactive, experiential methods of learning and practice. These methodologies include customized role plays, case studies, personal analysis questionnaires, group exercises, interactive videos and trainer-facilitated discussion of key client service issues. Participants will learn in a relaxed and stimulating environment.
Outline
- PART I: The Basic Principles and Attitudes of Quality Client Service
- I am my organization
- Client satisfaction: Meet and exceed client need
- I work with my team of providers
- Service is more than a smile
- A key skill: anticipation
- Good systems mean good service
- PART II: Professionalism with Clients
- Staying calm
- Retaining our focus on the issue
- Managing our emotions “We are not the target”
- Maintaining our level of competence and knowledge
- The authority to say “Yes”
- PART III: Communication Skills
- Conducting the questioning and listening segment
- Four styles of communicating
- Problem-solving skills
- Knowing when and how to negotiate with a client
- Giving messages that clients don’t want to hear
- “Recovery”
- PART IV: Basic Telephone Skills
- Managing the first part of a call
- Getting the message
- What to do when someone is rambling, incoherent or angry
- What and how to commit; then “Do it”
- Offer help and options
- Closing calls respectfully and firmly
- PART V: Handling Conflict and Difficult Situations
- Focusing on the key aim of the service provider
- Managing the angry or impatient client
- Ways to maintain a calm, professional approach
- What to do when the error is theirs
- What to do when the error is ours
- Follow-up and follow-through
- PART VI: Writing Effective Emails to Clients
- PART VII: Good Systems Make for Good Service
- Analyzing our current system
- Pinpointing areas of recurring client issues
- How to get accurate client feedback on our systems
- PART VIII: Personal Client Service Action Plan