Service Excellence when On-Boarding Corporate Clients

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Overview

This course aims to improve the client experience by raising capability at the beginning of the on-boarding process within the Client Management team.  The first stage focuses on the skills involved in identifying client requirements.  The course looks at the importance of first impressions; working with internal stakeholders and ensuring the on-boarding process is a positive one for the client.

Objectives:

  • By end of this course delegates will be able to:
  • Assess the critical role played by the Client Management team in creating great customer relationships
  • Apply the critical behaviours needed by the team to create customer delight in clients
  • Create a pro-active customer delight strategy in the on-boarding process that strengthen relationships and increase future business for the bank
  • Get client relationships off to a great start
  • Get remote relationships off to a great start
  • Create visibility and emotional engagement with your client
  • Plan the customer journey
  • Organise the priority resource allocation for customer critical touch point
  • Agree your joint processes
  • Programme future problems and programme responses
  • Close feedback loops
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.

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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 One

Session 1


Introduction to Programme

  • Welcome and introductions
  • Objectives of the programme
  • Action planning – “stop, start, continue” model
Session 2


Effective Client Communication in the On-Boarding Process

  • The importance of the first client interaction: First Impressions Last
  • Asking the right questions
  • Understanding the key priorities of your client
  • Understanding the problem of ambiguity in  client relationships
  • Using inquiry to reduce ambiguity
  • Open and closed questions
  • The questioning funnel
  • Helpful and unhelpful questions

Exercise: Client interviewing exercise

Session 3


Time and Resource Management in the On-Boarding Process

  • Defining the objectives and the limits of a project
  • Work breakdown structures
  • Task and project analysis techniques: Gantt Charts, Activity Network Diagrams, critical paths and the ABCX matrix

Case Study: Participants work together where they plan a project using the various planning techniques

Session 4


Scoping the Critical Touch Points for your Client

  • The customer journey and the skills / behaviours needed to engage with clients in these areas
  • What are the critical customer 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 5


Agreeing our Processes

  • The importance of process
  • Agreeing our processes
  • Dealing with multiple decision makers
  • 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
  • What are our programmed problems?
  • Our escalation strategy

Exercise: Creating your Relationship Process Map

Session 6


New Client Relationship 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
  • Bank’s own examples
  • Discussion and group feedback


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