3 hours SRA CPD
Our new Client Care Workshop helps you and your team identify what can be done to improve your Client Service. It is more important today to give “world class” service to your clients to ensure they are not tempted by any form of competition in the future.
The activity takes the format of a Workshop; an interactive, guided discussion to draw all participants into the issues and help them feel committed to the conclusions. Each section ends with some ‘homework’ and agreed actions to be taken to gain an immediate, tangible improvement in Client Service.
Topics include:
- Why is client service increasingly important?
- What is your clients' perception of your client service?
- What is your perception of your clients’ feelings?
- Examples of good and bad client service and lessons to be learnt
- All client ‘contact points’ – what improvements can we make? (telephone, reception, letters, meetings, dress, web site etc)
- Personality profiles – how to understand and deal with differing behaviours of both clients and colleagues (includes video examples)
- Body language – reading the situation
- Client communications – how do they wish to be treated? Frequency, method…
- Getting the fees paid
- Concluding the matter and gaining feedback
- Gaining referrals and testimonials
- Measuring client service levels
Benefits, timing and investment
- Increased Client Service Levels
- Improved reputation
- Happier clients who are more likely to return for more work and refer you to others
- Happier staff as they have pride in their work and gain more positive feedback
- More profit as the business grows
The workshop runs for a half day and carries 3 SRA CPD hours.
This workshop can be run as an in-house session for all staff – contact us for further details.
