Description

This course is designed for employees, managers and other professionals who interact with clients and require an understanding of how to establish, develop and maintain positive professional relationships. The course explores the foundations of effective client relationships, including creating positive first impressions, building rapport and trust, managing expectations and using active listening. It considers professional communication across face-to-face meetings, telephone, email, written and digital channels, together with the importance of appropriate verbal and non-verbal communication. The course also considers more challenging aspects of client relationships, including problem solving, managing challenging interactions and responding effectively to complaints. Learners are introduced to approaches for maintaining professionalism, identifying appropriate resolutions and strengthening ongoing relationships. It also considers how additional products or services may be introduced to existing clients appropriately without undermining trust or damaging the relationship.

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