Excelling at Client Services – (Certification Course)

Course Objectives

We often hear companies,  boast about how they provide exceptional client service. But how do they define exceptional?

Turn Every Project into a Success Story!

  • The simple 5-Step Process that differentiates between Doing Your Job Vs. Delivering Exceptional Service.
  • Surprise, and often delight, customers, turning them into enthusiastic referral sources and lifelong clients who stick with you not only because you do great work at a fair price, but because the value you bring to them goes far beyond just your products or services. 
  • Strategies to adapt your style to different personality styles.
  • Confidently lead Clients.
  • How to use HIGH TECH while maintaining HIGH TOUCH.

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Quality for Funding?

Course Outline

Introduction:  Doing Your Job Vs. Delivering Exceptional Service:

  • Defining Exceptional Service
  • Moments of Truth 

Step 1: Know your stuff and your client:

  • Features vs Benefits
  • Knowing your Stuff
  • Knowing Your Market and Competition
  • Client Types
  • Find out your own Personality/Client Type 

Step 2: Create the opportunity:

  • Building Relationship 
  • Your Elevator Pitch 
  • Discovering Client Need
  • OPEN Questioning Techniques 

Step 3: Matching customer needs:

  • Features, Advantages and Benefits
  • The Right Benefit to the Right Customer
  • Identifying Customer’s Decision Criteria 

Step 4 : Handle client objections:

  • Types of Objections
  • Handling Objections Model 

Step 5 : After service and follow-up:

  • Best Practice Post Service Follow-up  Actions
  • Leaving no Stone Unturned
  • Reverse Brainstorming  

Conclusion:  High Tech / High Touch  

  • How to use HIGH TECH while maintaining HIGH TOUCH.

BONUS #1  Manager Coaching Assessment Form

BONUS #2  Social Media Best Practices

BONUS #3  Personality Types Self-Assessment & Motivational Mapping

BONUS #4  Complimentary Business Website Audit

 

 

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Course Dates

LOCATION:  EDMONTON

〉 Summer Session- Thursdays  (10:00am – 4:00pm)
July 2, 9, 16, 23

 Fall Session – Thursdays (10:00am – 4:00pm)
September 3, 10, 17, 24

 

Call 780-608-7159 to Register

GUIDED SELF STUDY OPTION (8 hours of online group class with lesson & homework review, 1 hour individual session, 16 hours of self study)

〉 Summer Session – Fridays (10:00am – 12:00pm)
July 3, 10, 17, 24

 Fall Session – Fridays (10:00am – 12:00pm)
September 4, 11, 18, 25

Call 780-608-7159 to Register

Need a customized solution?  We are happy to help design a certification just for you!

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