Trainer-led course · Receivables Financing
Client Relationship Management
Professionally trained client managers are pivotal to client longevity and the maintenance of income streams, whilst minimising client loss.
- Delivery
- In person at your premises, or live online
- Length
- One day or Two days
- Group size
- 6 or more delegates
- Before the course
- A pre-course questionnaire for every delegate
Who it's for
Who should attend.
Maintaining longevity of client life requires cultivation of excellent client relationships. This course develops the skills necessary to foster longer client life, and is therefore appropriate for everyone in the receivables and asset-lending industry who has contact with clients.
The one-day course is suitable for all operations staff, and for client executives or client managers new to their role or to the industry.
The two-day course is a more advanced client management course. In addition to the client-centred approach learned on day one, day two leads on to maintaining the difficult balance between risk mitigation and exemplary client service and satisfaction.
Content summary
What the course covers.
Day one
- Client relations in financial services
- The internal customer
- Total quality management (TQM)
- Linking customer-service roles to the external client
- Maintaining service levels in turbulent times
- Managing conflict & negotiation techniques
- Communication excellence
- Telephone skills (including TDV)
Day two
- Prioritising your portfolio
- Working to Pareto’s 80/20 rule
- Fire-fighting vs proactivity
- Maximising service whilst balancing risk
- Maintaining income streams
- Monitoring risk
- Running client meetings effectively
Outcomes
What delegates take away.
- Client contact becomes more productive
- Portfolio management that is proactive rather than reactive
- Lengthened client life
- Increased client satisfaction levels
- Increased client income
- Reduced client losses
- Enhanced professional reputation
The course was very relevant to the invoice finance industry.
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Book Client Relationship Management for your team.
In person at your premises or live online, for groups of 6 or more.