Introduction

This IRES course centers around putting the client first in everything you do. In an increasingly competitive world, retaining clients is smart business. It has been estimated that it costs five times more to get a new customer than to retain an existing one. It is essential that you have a client management strategy for retention & growth.

Clients expect their suppliers to become trusted advisers. This course shows how putting the client rather than services first can yield improved results in terms of client retention. It stresses the importance of having highly engaged employees and applying best marketing and business development practices in a highly competitive and dynamic marketplace.

Duration

 5 Days

Who Should Attend

• Any Manager responsible for Client Management and/or Customer Retention.
• Project Managers and Engineers.
• Anyone working in Customer Service type roles.
• Marketing and Sales Staff.
• Internal Consultants (Marketing, Finance, IT, HR, Strategy).
• Senior Managers needed to develop their skills in Client Management and Communication.

COURSE LEVEL: Foundation

Course Objectives.

At the end of the course, every participant will learn to:

• Describe the Client Management Model
• Discuss the Reasons for Clients Leaving
• Apply Continual Improvement Strategies to increase Customer Retention
• Differentiate between the Ways to Best Influence Others
• Design a Strategy for Client Retention and Growth

Topics to be covered.

Module 1: The Challenges Faced in Managing Clients

• Clients First - Is the customer ‘always right’?
• Becoming a Client Focused Organization
• The True Cost of Losing a Client
• Understand Your Existing Client Focused Organizational Culture
• The Client / Management Needs Dilemma
• Introducing the Client Management Model

 Module 2: Understanding and Retaining Your Clients

• How clients buy professional services?
• Understanding Your Client Portfolio
• Why clients leave?
• Customer Satisfaction and Loyalty
• Steps Necessary to Retain Your Clients
• What to do (and what not to do) when a client leaves?

 Module 3: The Psychology of Influence

• Reciprocity, Commitment and Consistency
• Establishing Credibility – Becoming a trustworthy expert
• Using Social Proof and Liking
• Establishing Authority and Why it matters
• Commanding Attention
• Why being ethical matters?

 Module 4: Communication Skills Using the Power of Psychology

• Understanding Communication
• Barriers to Communication
• Engaging Emotion – feelings, stories and metaphors
• The Limitations of PowerPoint
• Cross-cultural Understanding – why it matters?
• Using Social Media Effectively

 Module 5: The Importance of Continuous Improvement and Innovation for Client Retention

• The Tools of Continuous Improvement
• Identifying Causes of Problems and Potential Solutions
• Seven Steps in Problem-solving
• Mistake-proofing - Poka-Yoke
• The Kaizen Method
• Why innovation matters?

Course Administration Details:

REQUIREMENTS

Participants should be reasonably proficient in English. Applicants must live up to Indepth Research Institute (IRES) admission criteria.

METHODOLOGY

The instructor led trainings are delivered using a blended learning approach and comprises of presentations, guided sessions of practical exercise, web based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields.

All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.

ACCREDITATION

Upon successful completion of this training, participants will be issued with an Indepth Research Institute (IRES) certificate.

TRAINING VENUE

The training is residential and will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, lunch, and study visits.

All participants will additionally cater for their, travel expenses, visa application, insurance, and other personal expenses.

ACCOMMODATION

Accommodation is arranged upon request. For reservations contact the Training Officer.

Email:[email protected] or [email protected]

Mob: +254 715 077 817 or +250 789 621 067

Tel: 020 211 3814

TAILOR- MADE

This training can also be customized for your institution upon request to a minimum of 4 participants. You can have it delivered in our training centre or at a convenient location.

For further inquiries, please contact us on Tel: +254 715 077 817, +254 (020) 211 3814 or +250 789 621 067 mail [email protected] or [email protected]

PAYMENT

Payment should be transferred to IRES account through bank before course  start date

Send proof of payment to [email protected] or [email protected]

DOWNLOADABLE DOCUMENTS: