Managing the Client Relationship

Course

Course duration: 1 day

Course cost : €225 Engineers Ireland/Engineers Skillnet member

                    €350 Non-Engineers Ireland but Engineers Skillnet member

                    €400 Engineers Ireland but non-Engineers Skillnet member

Overview

The relationship which we have with our clients is of paramount importance to the success of our business. Whether a once off project or an ongoing scenario, how we manage the client relationshop not only effects the future level of business but also our reputation in the marketplace. Managing the client involves effective communication, understanding the clients needs and managing their expectations, delivering a superior service and an ability to assertively handle conflict and unrealistic demands when they arise. This one day programme looks at all these key elements with a view to enhancing participants current awareness and level of skills.

 

Objectives

  • To achieve an understanding of the Principles and Best Practices of managing clients and relationship building.
  • To acquire the Personal Development and People Skills necessary to effectively interact with clients.

Who should attend?

This course will be of particular interest to anyone who directly interacts with clients either external or internal to their organisation as part of their role. It will also benefit those who have to contend with demanding clients and sources of potential conflict.

 

Outline

Topics Overview

  • Understanding your client.
  • Assertiveness
  • Looking and sounding assertive
  • People Skills
  • Delivering a Superior Service
  • Understanding the factors involved and managing expectations
  • Client Relationships
  • Creating a communication plan and setting clear objectives
  • Dealing with difficult clients
  • How to cope with conflicts and complaints

 

 

 

 

 

 

 

 

 

 

 

 

 

Trainer Profile

Phil Kildea is a trainer, business mentor and personal coach with over sixteen years training experience. He works with clients from a broad range of industries in the private and public sectors. He specialises in Management Skills, Interpersonal Skills, Customer Care, Selling Skills and Personal Development.

 

Phil has several qualifications including a Bachelor Of Business Studies (1st Class Hons), a Graduateship in Marketing from MII, a National Diploma in Personnel Management. Phil also lectures part time in Strategic Management & Business Policy for the Institute of Public Administration.