client care training
Our client care training can refresh your skills

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.

Engaging and useful workshop that was perfectly tailored to its audience

Rated 5 out of 5
August 4, 2022

Martin delivered a really engaging and useful in-person workshop on communication and presenting skills. What made it so good was Martin’s willingness to work with us beforehand to understand who his audience would be and their needs, and then tailor the both the content and the delivery to suit. The result was pitch-perfect and met all of our objectives.

Peter webb

Interactive and Informative

Rated 5 out of 5
July 12, 2022

The sessions lead by Martin provided some great guidance on how to deal with clients in a way that best suits their needs. Each session was very interactive, and I enjoyed that we could all bounce ideas off of each other.

Ella C-W

Many useful little tips

Rated 5 out of 5
July 12, 2022

It was engaging and I was able to take away quite a few little tweaks to improve my presentations. Can only recommend.

Brendan M

Presenting with Impact Virtually

Rated 5 out of 5
July 12, 2022

Very usefull to me that I have presented once in my life. I am sure that for the next workshop I have to present I will use the tips given by Martin Chapman and it will help me very much to improve it in all aspects.

Lucía Olalquiaga

Problem Solving & Decision Making

Rated 5 out of 5
July 8, 2022

I attended a two hours session for “problem-solving and decision making” with Martin Chapman. I found the session informative with valuable tools. Martin, in a short session, efficiently guided other attendees and me to follow the recommended steps to deal with a problem and take an action towards its solution.

Yiota Ntassiou

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.


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.

client care workshop
Clients' experience at every touch point impacts their experience of your brand

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.

Clifford Chance logo for website
Customer Service Training
Fieldfisher logo
Handling Distressed Clients
Kingsley Napley
Handling Difficult Conversations
Wragge & Co
Working with Multiple Lawyers

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