Project Description

Managing client’s expectations is one of the most challenging relationship management issues in service centres. Executives find it extremely difficult to develop a strategy of saying ‘no’ to both internal and external clients. The 2 days session will provide a quick overview on client engagement and developing management skills to be assertive within established quality service requirements.

Programme Outline

  • Introduction
  • Verbal and non-verbal communication – client-centred, influential language

Vocal Quality

  • Effective listening skills
  • The link between image, values & service
  • Managing difficult client situations
  • Workshop review & self-improvement plan

Programme Objectives
At the end of the programme, participants should be able to:

  • To learn to manage a demanding client when necessary while maintaining a friendly relationship.
  • To better understand client expectations and how they impact the level of service clients feel they have received
  • To enhance client engagement through choice of more client-focused language, tone of voice, and listening skills
  • To learn how to better manage and turn-around upset clients and difficult situations

Who Should Attend
Junior / Middle level officers.