Winning customer loyalty and driving sales growth
Client Connections: Customer Service
Research shows 86% of customers return after a great experience, but 63% leave after just one poor interaction. Making a strong first impression is crucial. The Client Connections Program brings customer service to life, with hands-on scenarios that help you master rapport-building, understanding client needs, handling objections, and securing customer commitment.
You will learn how to:
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Create a positive first impression
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Demonstrate curiosity and empathy by stepping into the customer's shoes
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Ask effective questions to identify and anticipate customer needs
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Handle resistance and complaints effectively
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Gain customer's commitment through understanding their specific needs
Facilitator was very engaging and able to share very practical and effective tools and skill sets that I can use in my daily handling of customers.
Developing Client Relationships
Building trusted advisor relationships is key to retaining and growing exceptional client accounts. This program goes beyond selling your expertise, guiding you to engage clients on broader business challenges and multiple services. You’ll learn to identify high-impact connections, build trust through effective communication, and collaborate to maximise every opportunity.
You will learn how to:
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Categorise and prioritise contacts
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Build trust effectively in your client relationships
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Ask for referrals, meetings and opportunities
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Construct and communicate thinking on broader business opportunities
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Develop strategies to grow existing client base
Very effective to see different role play examples based on day-to-day work.
Very recognisable situations and good tips to enhance these important soft skills. Also the way in which the 'active exercises' allowed for networking was great.
Dynamic Client Conversations
Retaining and growing client accounts goes beyond technical expertise - it hinges on building deep, trusted advisor relationships. Engaging clients requires mastering key conversational skills, presenting tailored insights, asking high-value questions, listening deeply, and closing with clear commitments.
You will learn how to:
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Use tools that enable successful business acumen
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Build credibility and engagement early
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Use high-value questioning techniques
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Implement techniques to gain agreement in client interactions
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Create action plans for real-world application
Be Learning facilitator came across as very in tune with our objectives / culture and familiar with our clients.
The practical application through role playing and immediate feedback was exceptional.
Negotiation Skills
Studies show that 80% of successful client relationships are driven by effective negotiation. How well are your negotiation skills turning clients into long-term partners? Our Negotiation Skills program teaches advanced strategies, including evidence-based techniques, separating people from problems, and creating win-win solutions. Master these approaches to achieve stronger, more impactful outcomes in your client negotiations.
You will learn how to:
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Demonstrate the qualities of a successful negotiator
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Apply principle-based negotiation to different situations
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Create options for increased value
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Manage pressure tactics
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Create a preparation checklist for planning your negotiation
My biggest takeaway was do your research when going into a negotiation and have options. I am also going to put more thought into the strategies around managing pressure tactics.
There were so many new and useful concepts in the program.
Proactive Calling for Success
The proactive calling program boasts an impressive average conversion rate of 45% for calls to booked appointments.
Dynamic and interactive, this session gives you the opportunity to make live client calls and track conversion rates in real-time. By the end of the program, you will walk away with client meetings already scheduled, directly resulting from your participation.
You will learn how to:
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Prepare for calling sessions
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Proactively call clients and convert a call into an appointment
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Use a proven, adaptable calling framework for better response rates
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Gain insights on the common barriers to successful calling
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Determine the 'who' and 'how' of effective prospecting
What was most useful to me was that this workshop has enabled me to reduce the unnecessary time taken in conversations and increase the quality. I am much more confident and structured when making calls and having conversations with my customers.