Working with and managing Clients is challenging whether it’s in a WFH or hybrid working environment. This course will help you to relook at the way you have been working with challenging Clients and to rethink and refresh your approaches with hints and tips on how to handle difficult situations.

FORMAT

• A 90-minute training course running 10am – 11.30am
• Structured and interactive session with individual and small group exercises
• Zoom and Power Point used as session facilitation equipment
• Preparation task set for the course in advance
• Slides detailing course content available after the course

COURSE CONTENT

• Meeting Client expectations – what they expect from you
• Why are some Clients challenging and what makes them challenging
• Understanding what your Clients need from you
• Approaching challenging situations with Clients
• Dealing with dissatisfied Clients – strategies to use and approaches to adopt

COURSE OBJECTIVES

• To assist with understanding Client needs and expectations
• To provide constructive help for dealing with dissatisfied Clients
• Hints and tips to assist with challenging situations with Clients

DELEGATE LEVEL

Appropriate for junior to mid-level agency staff with any type of Client contact

DATE & TIME

30th April, 10am to 11.30am

TRAINER:

Niki Hurst Smith spent 15+ years working in a number of highly regarded independent agencies servicing a range of blue chip clients and managing large teams. After this Niki transferred into senior positions within the People Team at two highly regarded agencies.  For the last 10 years Niki set up her own consultancy supporting agency and business leaders to create an environment where high performing teams can deliver exceptional work, grow the business and build healthy, happy teams balancing her HR expertise with her knowledge and experience of working as a senior client handler. 

As part of this Niki regularly develops and delivers a range of bespoke training sessions for all levels and roles. She also facilitates a range of bespoke workshops on a range of business topics / challenges.  Niki has unique expertise drawn from her time leading agency teams and her role as a HR Consultant where she interacts daily with leaders and employees in a wide range of agencies. This means she can ensure that agencies are not only focused on their people but their product and profit too.  Niki uses this expertise to ensure her training is practical, impactful and fit for purpose.