Client Service

Human interaction is often the determining factor in client service. We have all experienced situations where the manner in which we were assisted made a significant difference. For this reason, we base our Client Service programmes on communicative output. We explore the industry and environment and then develop practical programmes that aid communicative expression in a client service context. Each programme is customised and designed to aid the setting whether it is telephonic, face-to-face or in writing. Our primary focus is generating a positive and client-centric tone by incorporating possible aspect such as:

Enhancing vocal tone in telephonic and face-to-face client interactions. Specific training will enable delegates to:

Reduce tension with three-dimensional breathing and relaxation strategies
Use resonance and modulation to generate an inviting tone
Control speech rate and generate a responsive tone
Secure clarity with effective articulation and pronunciation

Refining non-verbal tone to ensure that positive signals are expressed. In this area we can also address impression management to ensure that client service staff are true brand ambassadors.

Developing linguistic tone to promote spoken and written expression that is:

Clear and concise
Maintains a positive and empathetic tone
Persuasive and diplomatic for dealing with service challenges

Attitudinal elements that affect client interaction are also addressed practically to:

Examine the fundaments of serviced-focused expression
Promote active listening
Apply questions strategies to aid clients
Provide delegates with strategies to deal with angry clients and complaints