Introduction to Programme
- Welcome and introductions
- Objectives of the programme
- Action planning stop, start, continue model
Characteristics of Global Client Service
- Managing globally is managing remotely
- How does global client management change the nature of relationships
- The 3 types of global teams
- The life cycle of a de-located relationships from beginning
- Your old relationship management skills wont work remotely
Case Study: The characteristics of global relationships
Reducing the Trust Deficit when Managing Global Clients
- The problems in creating trust in these relationships
- The concept of rapid trust
- The importance of non operational conversations with our clients
- Creating rapport with your clients
- Strategies to create empathy, trust and influence
Exercise: How to build trust at a distance
Creating Relationships that the Global Client Values
- Creating a value relationship
- Creating more value from existing relationships
- From Transactional Client to a Relationship Client
- The research on effective relationship building and networking skills
- High value relationships
- Interaction: The key to a relationship
- The importance of visibility in these relationships
- Four stages of effective relationship building
Exercise: Client Stability Indicators survey
Clients have relationships, companies have departments: Your Critical Relationship Touch Points
- The client journey and the skills / behaviours needed to engage with clients in these areas
- What are the critical client touch points?
- Is this a follow the sun client? How can we ensure consistency?
- Where do we automate and where do we encourage human interaction?
Exercise: Plotting the critical touch points for your client
Communicating with Global Clients: Setting Expectations and Dealing with Ambiguity
- Creating your Client Communication Matrix: Who, Where, Medium and How often
- Setting Expectations
- Understanding the client communication style
- Understanding the problem of ambiguity in global client relationships
- Using inquiry to reduce ambiguity
- Open and closed questions
- The questioning funnel
- Helpful and unhelpful questions
Exercise: Creating your Global Client Communication Matrix
Cross Cultural Communication
- How influence differs in the USA, Europe and Asia
- Positively managing cultural diversity
- Creating consistency not uniformity
- Differences globally in how people communicate
Case Study: Communication across the world
Communication Media with the Global Client
- Which medium to use for different levels of concern
- Advantages and disadvantages of each method of communication
- How often should we be in contact with the team?
- What are best practices for each medium of communication: e-mail, Net Meeting, Instant Messenger, Video conferencing
Exercise: Which communication medium should I use?
Setting the Scene: What is World Class in the delivery of Global Client Services?
- The Importance of Excellent Client Service to you and the people you serve
- What do people want from their service provider?
- Intangibles vs. tangibles in how people rate your services
- The Five Key principles of delivering Client Service Excellence
- The link between service and advocacy
Solution Driven thinking and its link to Great Client Service
- What is a solution driven client service culture?
- Re-framing client relationships creating more positive outcomes
- How being solution driven helps us to move from seeing difficult people to managing situations / behaviours
- Not taking it personally: The key skill in being professional and not letting these situations personally affect you
Case Studies: How does being solution driven improve the following service situations?
Global Client Situations (Case Studies)
- Real life case studies based on pre-course discussions with participants
- Examples of situations and what happened
- How would you handle these situations when dealing with external clients?
- External examples
- Discussion and group feedback
Putting it all into practice
- Course summary
- Course evaluation
- Delegates will have a final opportunity to complete an action plan to commit themselves to new practices and behaviours on their return to work