Course Details
Course Outline
5 days course
THE CHALLENGES FACED IN MANAGING CLIENTS
- Clients first - is the customer ‘always right’
- Becoming a client focused organisation
- The true cost of losing a client
- Understand your existing client focused organisational culture
- The client/management needs dilemma
- Introducing the client management model
UNDERSTANDING AND RETAINING YOUR CLIENTS
- How clients buy professional services
- Understanding your client portfolio
- Why clients leave?
- Customer satisfaction and loyalty
- Steps necessary to retain your clients
- What to do (and what not to do) when a client leaves
THE PSYCHOLOGY OF INFLUENCE
- Reciprocity, commitment and consistency
- Establishing credibility – becoming a trustworthy expert
- Using social proof and liking
- Establishing authority and why it matters
- Commanding attention
- Why being ethical matters
COMMUNICATION SKILLS USING THE POWER OF PSYCHOLOGY
- Understanding communication
- Barriers to communication
- Engaging emotion – feelings, stories and metaphors
- The limitations of PowerPoint
- Cross-cultural understanding – why it matters
- Using social media effectively
THE IMPORTANCE OF CONTINUOUS IMPROVEMENT AND INNOVATION FOR CLIENT RETENTION
- The Tools of Continuous Improvement
- Identifying causes of problems and potential solutions
- The steps in problem-solving
- Mistake-proofing
- Why innovation matters
