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Testimonial
Participant, BDO Stoy Hayward
This course was brilliant and I would have liked it to be longer, as not at any point did I glaze over!
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 firmConsider 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)
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 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
