Client Care Training
In any competitive market client care training can make all the difference. Organisations have a brand and clients notice this brand in all touch points. The brand can be summarised as how clients would describe the value and service they receive. This includes interactions with the finance department with invoices and emails, and with receptionists during visits and telephone answering by anyone. The brand is lived through everyone. And clients notice. If a brand claims to look after clients at every step and then the phone is not answered promptly, the client notices. This client care training helps people to raise their game in how well clients are looked after.
Who can benefit from client care training?
The short answer is anyone who has contact, in whatever form, with your clients. Looking at your service and brand from the clients’ perspective is important for most people in an organisation. It can result in a new realisation of how they could refresh their delivery of client service.
Virtual or Live Training
We run this training as either a virtual or live workshop. Virtual allows participants to join from multiple offices and at home. Live training allows people to discuss and share ideas more easily.
Participant & Client Review
Check out what people are saying about our training.
Interesting and Engaging Session
Thanks to Martin for an interesting and engaging session – we had lots of good discussions, had a chance to reflect, and learned quite a few things! Martin was great throughout and we all thoroughly enjoyed our morning!
Rewarding and relatable course
Really good course, fully interactive and flowed nicely in the direction we, as a company, took it. Martin was excellent and delivered the day really well.
Very helpful
I really enjoyed the professional communications session that Martin led. Very useful and would most certainly recommend to other junior lawyers.
Loved it
Thanks very much Martin
Enhancing Virtual Presentation Skills
I recently attended the “Presenting with Impact Virtually” workshop and found it to be highly beneficial. The session was well-organised and provided practical strategies for enhancing virtual presentation skills. The interactive elements and real-time feedback were particularly valuable, allowing participants to apply techniques immediately. The facilitator, Martin Chapman was knowledgeable and engaging, making the workshop both informative and enjoyable. Overall, it was a worthwhile experience that has equipped me with tools to improve my virtual presentations.
Training Agenda
The following gives an overview of the content of our client care training. You can select those elements which you think are most appropriate, so in this way the training is tailored to your requirements.
Experiencing Client Care
We ask participants to review their personal experiences of client care, whether this is with a bank, retailer, or even a pub, it could be in any interaction. Reviewing these experiences is key to understanding how we can deliver better client care.
Expectations
One useful definition is that disappointment occurs where experience does not match expectations. Understanding the broad range of client expectations is critical to making sure those expectations are at least met, if not exceeded. Exceeding expectations is very unlikely if we do not understand what those expectations are. Our training explores how to understand client expectations and explores how to deliver to these.
What is your brand?
Every organisation has a brand. A brand is a summary of the clients’ perceptions of what you offer. It exists and can be managed, or be left to drift. Some would say, that if you are in an organisation, you have a responsibility to deliver the values of that brand. We explore how to do this.
How the phone is answered matters
We review and practise how to answer the phone professionaly, how to better understand clients’ needs, listen more and be more helpful and deliver a better service.
How to deal with challenging situations with clients
Clients may be contacting your organisation because they are in distress. This can be the case with law firms and many other organisations. How to handle clients in a distressed state can be vital to delivering a good service. We explore ideas and startegies for handling distressed clients.
How to improve client care by telephone
Using telephone recordings from your organisation is a great way to listen, learn and review how clients are handled. They can also be used as a basis to practise new skills. This can lead to an immediate improvement in performance.
Practising telephone skills
Practising live telephone calls, with the trainer giving one to one coaching, can be a great way to improve skills immediately. The trainer can sit with participants in rotation and give each person feedback and ideas.
The use of minimum performance standards
The team agreeing the performance standards they think should be given to clients is an impactful way for them to take control of the service they give. This can challenge the traditional hierarchical structure, but it can lead to more rigourous appliance of standards.
Tailored Training
We tailor our training workshops to your needs. Through discussion we get to understand the key outputs you want from the training. We then design the agenda to match these needs.
Client Care Training Proposal
Whilst this page gives you an overview of our client care training, for a full proposal with costs just make contact by completing the form below.
Case Studies
The following links will give more details on training we have completed with various clients on the subjects relating to client care.
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