Client Management
Training Course Description
"In business, you don't get what you deserve, you get what you negotiate."
Chester L. Karrass
As part of a busy business lifestyle, we spend a large amount of our time interacting with others, in particular with our clients. Keeping them happy is as critical as understanding their needs and concerns. It is well known that a large amount of time of an office worker is spent in meetings, a large portion of which is dealing with clients. As a result it is quite critical for anyone to improve their client management skills and be able to handle more senior clients as their skills are improved and get better results.
In this course you will be introduced to main aspects of client management. These include subjects such as establishing rapport, handling meetings, negotiating, reading body language and so on. For example, what if your client uses a dominant body position in the meeting room and continuously accuses you of missing deadlines? How should you reply? What if your client does not deliver on his promises and doesn’t understand the impact of his negligence on your team. How do you get him to correct his behaviour, without making him feel embarrassed? Many similar situations such as these are explored in detail in the course.
Since client management is an interactive skill, there are plenty of educational and entertaining exercises in this course to help you put the theory into practice. The idea is that participants should learn the skills during the course by using the new concepts they have learned in controlled exercises and role plays. This is known to increase the retention rate and is the ideal method to learn rapidly with minimum effort.
In this course you will learn:
- How to interact with a client effectively to get maximum results.
- What to say, how to say it and how to look.
- How to handle potentially aggressive remarks by your client.
- How to great a client and establish rapport.
- How to use your body language to get more results.
- How to read your clients body language so you don’t have to rely only on what has been talked about.
- How to use a number of body language gestures and their meaning based on the latest scientific research.
- How to participate or hold meaningful and efficient meetings.
- How to prepare, run and finalise a meeting.
- How to use listening skills and questioning techniques to get more information from your clients.
- How to get a fair deal when negotiating with your client.
- How to maximise your long-term results when dealing in repeated negotiations with a particular client.
- How to set your low and high values in direct negotiations. Learn about negotiation strategies.
- How to reduce the tension while negotiating.
Audience: Anyone
Prerequisites: None
Course Duration: 1 Day
Course Level: Intermediate