Delivering a quality client experience – Part 1

Overview

Delivery method

Virtual classroom

Duration

3 hours

Audience

Human Resources professionals

Description

Essentials of a Quality Client Experience

This comprehensive course is designed to equip participants with the skills and knowledge necessary to excel in client interactions. You will learn what constitutes a quality client experience, delving into the essentials that foster client satisfaction and loyalty. The course will help you understand your role and responsibilities in this dynamic environment, providing clarity and direction. Additionally, you will explore the four key elements that are crucial to delivering an exceptional client experience. Moreover, when things don't go as planned, you will be trained to effectively address client concerns, restoring their trust and confidence. Through practical guidelines and real-world examples, you will gain the ability to manage client expectations and ensure a positive and memorable client journey.

Learning Objectives

• Describe what is a quality client experience

• Understand their role and responsibilities

• Describe the 4 keys to delivering a quality client experience

• Describe what clients want when things don’t go as expected

• Apply 5 guidelines for resolving client concerns which will restore trust and confidence

• Know what to say when you can’t say yes

• Learn how to stay cool under pressure

Target Audience

All Human resources and workplace (HRW) employees

Prerequisite(s)

Part 1 must be completed before Part 2

Notes

This course is open to HRW employees only.

To receive a certificate for this course, participants must attend and complete both sessions (Part 1 and Part 2).

Duration

1-day course delivered in two (2) 3 hour- half-day workshops. Part 1: all about me and Part 2: all about you. The program is delivered over 15 days (subject to instructor availability), with morning and afternoon sessions.