Client Servicing Fundamentals Academy

The No More Ifs Or Buts Client Servicing Fundamentals Academy is focused on developing the skills of employees at an account executive equivalent level, from starters to 2 years in the role. We embed the importance of emotional intelligence throughout the programme and our delegates step up from being good in their day-to-day to excellent client communicators. The Academy is broken down into 10 modules:

1. Insights into who you are

We start the programme with a core coaching type session, encouraging our learners to understand what makes them unique through identifying their values and how this maps onto the organisation’s values. This module identifies the individual’s current skills and requires them to set goals about where they would like to be in the future.

2. Maximise your productivity

Many people do not 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 through the use of positive habits. Beyond this, we look at developing metrics beyond a sales target.

3. Managing stakeholders 

Identifying who are the key stakeholders, and who has the most power and interest in what our learners are doing. Identifying them and learning more about who they are and how they like to work. We look at the concept of managing expectations and what it means to be THE point of contact for multiple people. 

4. Connecting through communication

Communication is what drives connection and we delve into how different communication styles and adapting to these can make our learners’ lives easier. Identifying what techniques might be the most appropriate in different situations and with different people. 

5. Navigating difficult clients 

How to deal with difficult clients is one of the biggest challenges that our learners are likely to face and so this module looks at how to identify these people, and how to have the best difficult conversations whilst avoiding potential conflict and negative impact. Building confidence to tackle issues before they escalate but also when to escalate issues.

6. Strengthen your emotional intelligence

Whilst the need for high emotional intelligence is built into the whole programme as a golden thread, we focus module 6 entirely on the subject. Honing in on the aspects that our learners might need to personally work on. This module will delve into what the learners need to understand about themselves to ensure they can start to understand how to connect with others.

7. Developing attention to detail

Some of us naturally have attention to detail, for many it’s a never-ending battle in terms of small mistakes that stakeholders pick up on. This module will encourage techniques to support our learners in removing those little mistakes and taking a right-first-time approach. 

8. Asking questions

When to ask, when not to ask? We look at the power of good questions and how to best ask questions of your stakeholders. We will also tackle the illusive world of networking and look at how to tackle networking events with the intention of meeting new people, not just drinking! Also, we look at understanding what others need in a negotiation situation and how to be assertive about what is needed. 

9. Staying mentally well and avoiding burnout

In a role where our learners are often the kingpin to many, the pressure can increase rapidly. Being able to stay in control and feel like they can perform at their optimum will keep the business turning. This module looks at how to identify the signs of mental strain and provides stress management tools and techniques so our learners can support themselves and others when needed. Drawing on insights from our Sister company Stress Matters, this session supports our learners inside and outside of work. 

10. Building a personal brand

Call it brand, call it reputation, as you are starting your career, we look at the benefits of positioning our learners in a way that supports their future career development. Looking at the extra-curricular activities such as social media presence can influence their brand. 

 

Our Client Servicing Fundamentals Academy is suitable for a workshop size of 10-20 people. Each of our clients has a different need and these modules can be built into online, hybrid or face-to-face workshops across a number of days or weeks. 

 

Contact us here to find out even more about how the academy can benefit you and your business opportunities.

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