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Testimonial

Participant, Saffery Champness

This course wasn't just about listening! With the small groups there was lots of participation. Such a great mix of interactive exercises and tutor based discussions.

Learn What Client Care Means and its Importance

Caring for Clients

Target Audience

All those who want to improve the level of service provided, particularly when meeting clients face to face.

Course Objectives

Know what client care means and its importance
Show they care for their clients
Choose how to use communication skills to produce positive results
Handle difficult situations professionally and confidently

Methods

Presentation, discussion in small and large groups, exercises and practical situations.

Important notes

This programme focuses on the skills of those who deal with clients face to face. Please also see the outlines for related courses.

Course Contents

Welcome and introductions

Course objectives and overview

Appreciating client care

  • What is client care?
  • Why bother with it? Benefits to you, your clients and your firm.
  • Who is responsible for client care?
  • Who are your "clients"?
  • What do you think of them?
  • What do you think they think of you?
  • What image do you want to create?
  • What impact does your behaviour have on clients?

Showing you care and building relationships

  • What do your clients want?
  • What do your clients expect?
  • How can you show you care?
  • What can you do to build better relationships?
  • What hinders you in caring for clients?

Professional communication skills

  • What is communication? And why is it so important?
  • How do you communicate?
  • The 3 V's of communication and impact of each
  • Communication skills: voice, words, listening and questioning, non-verbal
  • Managing situations assertively

Handling difficult situations

  • What difficult situations do you have to handle?
  • Discussions and roleplays of how to handle difficult situations professionally and confidently

Action session

  • What can you do differently to show you care for your clients?

Summary and close