Most banks are now recognising that the key driver of business growth in the current marketplace is servicing more needs of existing clients. As a result, Client Service Managers now fulfil a critical role in growing the bank’s “share of need” with clients. Client service teams, also known as account management, middle office, transaction service or other company-specific appellations, are a vital channel for business development as well as business improvement. We have designed a two-day course to empower these teams to do so and add more value to the business.
This change in the required skill-set of the Client Service Manager means that existing customer service training does not adequately equip him/her for this new role. Today’s Client Service Manager must have the ability to manage perceptions, break bad news effectively, ensure that clients are neither under nor over serviced and drive future business growth by effectively diagnosing new service opportunities. This two-day workshop aims to give Client Service Managers the skills and confidence to do just that.
Aims and Objectives
By the end of the course, participants will be able to:
- Create great client relationships from the ‘get go’
- Present at client meetings in a way that establishes credibility
- Move clients from an entitlement culture to one of mutual value
- Effectively make things happen in a matrix / stakeholder environment
- Align various stakeholders around client objectives
- Create a stakeholder map to create more effective execution
- Set expectations and deal with ambiguity
- Run consultative client calls that gets to root cause issues
- Diagnose new client needs that creates new business opportunities
- Work with the client to use more services across the bank
- Deliver bad news in a solution-driven way