Client Servicing Fundamentals Academy

Learn to Communicate More Effectively with Clients and Other Stakeholders

The No More Ifs Or Buts Client Servicing Fundamentals Academy focuses on developing the skills of employees at account executive or equivalent level, from starters to two years in the role.

It highlights and embeds the importance of emotional intelligence throughout the programme, elevating delegates from being good at the day-to-day to excellent client communicators.

The personal assessment tool DiSC is used to profile delegates entering the Academy. Their results are then integrated throughout the programme by building their understanding of the following factors:

  • What their profile means
  • How they can use this information to communicate more effectively with clients and other key stakeholders

    The Academy is broken down into 10 modules:

    1. Insights

    The programme opens with an introductory coaching session. This core session encourages learners to understand what makes them unique, by identifying their own values and how their values align with the organisation’s values. In addition, this module identifies their current skills and includes goal setting to define where they’d like to be in the future.

    2. Maximising productivity

    Many people don’t clearly understand how to structure their day to make it as easy as possible. This module delves into how to maximise productivity and create boundaries in their day using positive habits. Beyond this, the module also looks at developing metrics beyond a sales target.

    3. Managing stakeholders 

    This module delves into the concept of what it means to be THE point of contact for multiple people – and managing their expectations. It addresses identifying who key stakeholders are, and who has the most power and interest in what learners are doing. Besides learning more about key stakeholders, it also takes a closer look at the many and varied ways they might prefer to work. 

    4. Connecting through communication

    Communication drives connection and this module explores how different communication styles and adapting to other peoples’ styles makes learners’ lives easier. It includes interactive participation to help identify the most appropriate techniques to use in different situations and with different people. 

    5. Navigating difficult clients 

    How to deal with difficult clients is one of the biggest challenges learners are likely to face. So, this module looks at how to identify challenging clients and have the best difficult conversations with them, while avoiding potential conflict and negative impact. It helps build confidence to tackle issues before they escalate, and know when to escalate issues to line managers.

    6. Strengthen your emotional intelligence

    The need for high emotional intelligence is golden thread binding the whole programme together. But Module 6 focuses entirely on the subject, especially the aspects learners might need to personally work on. It examines what learners need to understand about themselves, supporting their understanding of to connect with others.

    7. Developing attention to detail

    Some people are natural sticklers for detail, while others have a never-ending battle with small blunders stakeholders pick up on. This module encourages techniques to support learners in removing those little slip-ups and taking a right-first-time approach. 

    8. Asking questions

    When to ask, when not to ask? This module probes the power of good questions and how to ask them of stakeholders. This includes understanding what others need in a negotiation situation, and how to be assertive. Additionally, it also tackles the mysterious world of networking, and how to approach networking events to meet the right new people besides having a free drink! 

    9. Staying mentally well and avoiding burnout

    In roles where learners are often kingpin to many, pressure can rapidly build. But the business doesn’t suffer when they’re able to stay in control and feel like they can perform optimally. This module looks at identifying the signs of mental strain. Furthermore, it provides stress management tools and techniques for learners to support themselves and others when needed. These methods support learners inside and outside of work, drawing on insights from our B Corp certified sister company Stress Matters.

    10. Building a personal brand

    Call it brand. Call it a reputation. Call it what other people say about you when you’ve left the room. This module demonstrates how early career learners can position themselves in a way that supports their future career development. It also looks at the extra-curricular activities that can influence their brand, such as social media presence. 


    Intrigued? Discover your strengths and weaknesses in these areas right now by taking the FREE Client Servicing Scorecard!


    What if you’d like to enrol between 1-10 people of your people? The good news is we also run a public version of the Academy. You can register your interest for our next public Client Servicing


    Fundamentals Academy here and we’ll be give you first option before the next set of dates go on general release!

    Find out even more about the Academy and how it benefits your business here.

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