Clients are a mystery for all businesses. Comprising an array of psychologies and demands, clients are sometimes impenetrable in terms of understanding and managing. Managing clients includes handling requests from clients, resolving issues by receiving direct complaints or by reading mere innuendos, persuading clients to accept an initiative/project, apologising for mistakes and taking necessary action to rebuild relationships, etc. The learning to manage clients is based more on experience and less on theories. Therefore, this course discusses case studies of several disciplines illustrating different issues of clients which bring in the best practices in organisations in resolving the issues.
The course is structured with activities in groups on boosting selling skills and handling complaints by means of writing and verbal communication which are inseparable components of the topic.
How participants will benefit after the course:
This course will help people having to manage internal and external clients to expand their views and approach on managing difficult clients by means of a practical learning method.
Workshop topics to be covered:
Introduction: Discussing different kinds of Difficult Clients
Some general theories on Managing Difficult Clients (MDC)
Discussing case studies on MDC and best practices in different organisations
Activity 1: Group Discussion of Participants and Interjection after each discussion
A Brief on the Significance of Selling Skills
Activity 2: Boosting Selling Skill
Effective Verbal and Written Communication in Handling Complaints
Activity 3: Determining Communication Flaws and Suggesting Alternatives.