Course Code: 313

Duration: 1 day

Level: Basic

Fee: $795.00

CPE Credits: 7

Prerequisite: No Prerequisite Required

This one-day workshop is designed for client service providers, their supervisors and managers it outlines the latest research, tools and best practices in providing client service and building client loyalty and offers guidance in their on-the-job application

The workshop begins with a review of the tools and their application in both class room problems and real life situations, and addresses common client service issues, challenges and responsibilities.  Learning is facilitated through short lectures, discussion, problems, cases, and simulation.  Participants are urged to bring real life problems and issues to the workshop.

Introduction

• Client Service vs. Client Loyalty
• Defining Success in Your Job

Tools for Building Client Loyalty

• What Clients Want
• The Best Possible You
• Your Work Environment
• Managing Stress
• Goal Setting and Getting
• Creating the Loyalty Connection
• Communication on Multiple Levels

Client Loyalty Issues and Challenges

• Developing your Strategy
• Providing Information
• Delivering Service and Building Client Loyalty
• Solving Multi-Layered Problems
• Closing the Loop
• Managing Complaints
• Escalating Problems

 At the conclusion of this workshop, the participants should be able to:

• Describe and define what they must do to build client loyalty
• Select, describe and apply the tools for building client loyalty
• Prioritize and accomplish their client loyalty goals
• Advance their careers