Follow the Sun: Client Service Excellence in a Global Context

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Overview

Aims

This course is designed for those servicing relationships with global clients, where not only the client has an international presence but also the team servicing that client is also based all over the world. The course aims to equip delegates with leading edge skills that will allow them to interact effectively with their clients and international team members. Using these techniques those attending will be able to present with confidence, solve their clients’ root cause issues, increase client value and increase client satisfaction, as a team.

Objectives

By end of this course delegates will be able to:

  • Get remote relationships off to a great start
  • Manage internal and external conference calls effectively
  • Communicate information in a clear and unambiguous way with clients
  • Understand client communication preferences
  • Use questioning skills that get to key client’s key issues
  • Build value and client loyalty
  • Understand the impact of High Value management on business
  • Dealing with Multiple Decision Makers
  • Effective deal with client issues using a solution driven approach

 

Inhouse


 

Do you have five or more people interested in attending this course? Do you want to tailor it to meet your company's exact requirements? If you'd like to do either of these, we can bring this course to your company's office. You could even save up to 50% on the cost of sending delegates to a public course.

To find out more about running this course in-house:





Our Tailored Learning Offering

If you want to run this course at a location convenient to you or if you want a completely customised learning solution, we can help.

We produce learning solutions that are completely unique to your business. We'll guide you through the whole process, from the initial consultancy to evaluating the success of the full learning experience. Our learning specialists ensure you get the maximum return on your training investment.



We can offer any of our public courses delivered at your office or we can devise completely tailored solutions:


Read more about our offering or complete a call back request to speak to a learning specialist.

 

Agenda


 

Day 1

Session 1
Introduction to Programme

  • Welcome and introductions
  • Objectives of the programme
  • Action planning – “stop, start, continue” model

Session 2
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 won’t work remotely

Case Study: The characteristics of global relationships

Session 3
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


Session 4
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

 
Session 5
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

Session 6
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

 

Day 2

Session 1
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


Session 2
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?


Session 3
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

Session 4
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?


Session 5
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

Session 6
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

Close

 

Why us


We have a combined experience of over 60 years providing learning solutions to the world’s major organisations and are privileged to have contributed to their success. We view our clients as partners and focus on understanding the needs of each organisation we work with to tailor learning solutions to specific requirements.

We are proud of our record of customer satisfaction. Here is why you should choose us to help you achieve your goals and accelerate your career:

  • Quality – our clients consistently rate our performance ‘excellent’ or ‘outstanding’. Our average overall score awarded to us by our clients is nine out of ten.
  • Track record – we have delivered training solutions for 95% of worlds’ top 100 banks and have trained over 250,000 professionals.
  • Knowledge – our 150 strong team of industry specialist trainers are world leading financial leaders and commentators, ensuring our knowledge base is second to none.
  • Reliability – if we promise it, we deliver it. We have delivered over 20,000 events both in person and online, using simultaneous translation to delegates from over 180 countries.
  • Recognition – we are accredited by the British Accreditation Council and the CPD Certification Service. In an independent review by Feefo we scored 96% on service and 95% on product