Effective Client Communication

This workshop looks at the importance of communication and how to communicate appropriately and effectively in different situations. We explore verbal and non-verbal communication and think about why a customer may become unhappy with your service.

Why book this workshop?

So often it’s not what you say, its how you say it that can make a huge difference when providing a service to your client or customer.

You trust your staff to deliver your product or service in the most professional of ways, but sometimes its not so easy for a person to know or even understand the correct or most appropriate way to speak to different people. This workshop addresses this problem.

What you will learn

Why good communication is so important
How to communicate appropriately and effectively in different situations
Using verbal and non-verbal communication
Understanding why a customer may become unhappy with your service
Delivering bad news and dealing with difficult or complaining people

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Who will benefit?

This course is suitable for anyone who is interested in learning some valuable skills for dealing with conflict and how to handle the dreaded difficult customer!

It will also benefit line managers who need some tips for when customer complaints are escalated to them.

How it works

This workshop can be structured to suit you needs, it can be delivered as a 1 day workshop or can be run as a series of shorter meetings.

We will talk to you about your business to get an idea of the the services you provide and what training areas you would like addressed, then we tailor the course to meet your needs.

The courses are usually delivered at your premises but if you don’t have a suitable training room we can arrange a convenient training venue.

Our workshop delivery is interactive and depending on your needs, includes training manuals, participation exercises and face-to-face customer scenarios.

We don’t leave you hanging! Course also includes follow up and possibly a bit of mystery shopping to see how your team are getting on!

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Workshop Content

WHY IS COMMUNICATION IMPORTANT?

Ways we communicate

Different communication styles

Personality & behaviour types

HOW DO WE COMMUNICATE EFFECTIVELY?

Positive Framing

Language

Voice

Body Language

Jargon

Types of people

BEING THE EXPERT

Professionalism

Setting Standards

Being the Educator

Delivering Value

Trusted Advisor

OVERCOMING PROBLEMS

Delivering bad news

Perspective

Practical Techniques

Resetting

DIFFICULT PEOPLE

Who are difficult people?

What makes someone difficult?

Types of difficult behaviour

Recognise the signs

Prepare yourself

Emotions & Empathy

Good Communication

Frequently Asked Questions

We work at an affordable all-inclusive fixed day rate to fit your training budget, which we will quote based on the programme(s) required, quantity of sessions and delegates, and your location. Our rate includes all travel and resources needed to deliver the training.

Our office is based in South West London, but our work covers Greater London & all the home counties. Usually training takes place at your business premises, but if you don’t have a suitable training room, we can arrange a convenient training venue.

Finding the right time to deliver training is important to fit in with your operation. One day training usually takes place between 09:00 to 16:00 Monday – Friday. But also, we can arrange a series of training across early mornings or evenings, during regular staff meeting times, or at weekends.

Our training is designed to work best with groups of between 2 – 12 people per session.

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We’re here to help you make you customer services team the very best in the business!Reach out today to see how our services can help.