Focusing on the C

Every employee, regardless of their hierarchical level in the company

Proposed sessions help participants in:

Understanding focusing on a client as an attitude as well as the personal contribution to services for internal/external clients
Practicing a proactive attitude in relation with clients
Becoming aware of your own personal communication/relationship style with others and how it pertains to clients’ communication preferences; adapting to the latter
Growing the circle of influence by constant concern toward solving your client’s problems
Practicing a five step technique for maintaining a professional attitude when faced with difficult situations

Value in the offered services. My role in the service chain.
My prefered communication style. Building trusting relationships with clients – relationship triangle (trust and loyalty).
How to bring added value that is perceived by clients as an answer to their expectations.
Direct and honest in client relationships. Understanding internal clients’ needs.
Managing client relationships based on their requests.
Maintaining professionalism when faced with difficult clients or difficult situations – managing clients’ behavior.
Managing negative emotions.
Getting clients back – transforming unmet requests in answers to expectations
Individual plans of action