From Client Service to Client Growth

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Course Description

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


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.


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