Enhance your client interaction capabilities and learn how to deliver a signature service.

Note: pricing is customised, contact us for more information.

1 day                   Classroom/virtual

Target audience

Any person who is keen to deliver excellent service to their clients.

Objectives

By the end of the session, you will be able to:

• Explain what a signature service is
• Play your role in delivering a signature service
• Manage yourself so that you can achieve higher levels of satisfaction and success, and experience lower levels of stress and frustration
• Explain what the Client Satisfaction Approach is
• Determine the client’s needs and expectations
• Meet the client’s needs and expectations
• Identify different clients' conditions and respond to their needs and expectations

Outcome

Participants will know how to deliver excellent service to their clients.

Agenda

• Introduction
• Client satisfaction approach
• Building rapport with clients
• Determining a client's needs and expectations (Listen, Question, Empathise)
• Managing the interaction with clients (Explain, Adapt, Say "No", Recover)
• Satisfying four client conditions (Comfortable, Indecisive, Insistent and Irate)
• Let's practise
• Conclusion

Professional associations recognising PwC CPE points

Not applicable

HRDF claimable

Not applicable

HRDF SBL Khas

Yes

Available in

Malaysia