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Participant, Morgan Cole

I really enjoyed the course. It had some excellent points to take forward in my role, and has increased my confidence and enthusiasm. Thank you!

Learn The Most Effective Way To Meet Client Expectations

Meeting Client Expectations

Course Ref. 10024
No. of Days Half Day
Participants 6 to 8

Target Audience

Secretarial and support staff whose focus is on managing and meeting client expectations, especially at the telephone.

Course Objectives

Identify new ways to create positive impressions of themselves and their firm
Consider the service currently provided to clients
Know the firm's procedure and protocols for handling telephone calls
Deal effectively with all clients (internal and external)


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 at the telephone. Please also see Related Courses.

Course Contents

Welcome and introductions

Course objectives and content

The image and culture of the organisation

Client priorities and expectations

  • What do clients expect?
  • Do we accommodate them?

Client contact - who are your clients?

Good and bad telephone behaviour

What is a professional telephone manner?

Ways of adopting a professional telephone manner

  • First impressions
  • It's not just what you say
  • Learning to listen
  • Dealing with enquiries
  • Making outgoing calls

Handling difficult callers

  • Assertive telephone behaviour
  • Taking control of the situation

Message taking

Why do organisations lose clients?

  • Eliminating the barriers
  • The repercussions

Action session

Summary and close