Get in Touch: P.O. Box 34970 Dubai, United Arab Emirates Tel. No.: +971 4 2941288 Fax: +971 4 2941228 Email: ts@teampower.ae www.tpidubai.com | www.strategictalk.com
In-House Training
Excellence in Training
CS011E
Effective Client Relationship Management
Proactively manage and improve key client accounts and relationships
Overview This three-day highly interactive program will introduce you to a number of practical strategies, tools and techniques to help you take on the client relationship management role with clarity and confidence. We will assist you to strengthen your existing client engagement skills and help you to identify areas for personal development and enhancement of approaches that you will be able to apply in order to improve your clients experience with you. Ultimately, attendance on this course will teach you how to establish productive relationships with your internal and external clients, so that they become loyal and trusted advocates of your business.
Who Should Attend? Employees at all levels who have the responsibility for managing internal and external client relationships.
Primary Objectives & Benefits By the end of the workshop participants will: 1.
Understand how to build relationships based on mutual trust.
2.
Learn how to maintain solid client relationships.
3.
Know how to prioritize your workload in order to keep your clients engaged.
4.
Become familiar with the typical signs and symptoms when your clients may become disengaged.
5.
Know the proactive steps you can take to minimize potential complaints.
6.
Learn how to use all forms of communication and be able to tap into your clients preferred channels of communication.
7.
Learn how to handle difficult clients in order to influence and negotiate a win-win outcome every time.
8.
Learn how to proactively add value to new and existing client relationships.
Excellence in Training
CS011E
Get in Touch: P.O. Box 34970 Dubai, United Arab Emirates Tel. No.: +971 4 2941288 Fax: +971 4 2941228 Email: ts@teampower.ae www.tpidubai.com | www.strategictalk.com
Effective Client Relationship Management
Proactively manage and improve key client accounts and relationships
Module 1 - Forming The Relationship Understand each other’s priorities
Research company background, services Client perceptions of service and quality
“4 Channels Relationship Tool”
Module 2 - Building The Relationship Identify what trust really means 5 stages of the ‘Trust Ladder’ Assess where you are on the ‘Trust Ladder’ An introduction to the ‘CORE’ model
Intent, Integrity, Capability and Consistency
Module 3 - Maintaining The Relationship Identifying and prioritizing key accounts Establishing a rapport
Face to face meeting structure outcomes
Reasons for client dissatisfaction Strategies for maintaining relationships
Module 5 - Difficult Client Relationships Transactional Analysis
Critical question and listening skills
Effective feedback techniques
Module 6 - Adding Real Value What does ‘value add’ mean
Typical ‘difficult’ client character traits
Effective influencing and negotiation skills Introduction to the ‘ADAIR’ model
Communication is a key Telephone and written communications
Pre-empting questions/issues
The art of conflict resolution
Module 4 - Communications Management
Pro-active strategies ‘Appreciative Inquiry’ technique The Brand Pyramid Celebrating successes
Program Highlight Duration: 3 days Date: To be Agreed with the Client Organization Timing: 8:30 am to 2:30 pm daily Venue: Suitable & fully equipped venue (to be provided by Customer) Notice required: 10 working days
Language: English or Arabic Material: Participants will be provided with high quality handouts Certificates: Certificates of Completion shall be provided to participants upon successful attendance of the training program Fees: Inclusive of facilitator’s fees, materials and certificates