Managing Client Expectations & Handling Complaints - For Professional Service Firms

Introduction

Clients are getting more demanding, and it is easy to assume how they might be judging the quality of service you are delivering - but get this wrong. Not all clients are the same.

So how can we maximise the chances of ideally exceeding client expectations - perhaps so much so, that they tell everybody how good you are.

This webinar is aimed at those working in professional service firms from mid-level associates to partners.

What You Will Learn

This webinar will cover the following:

• How clients assess the quality of what you do
• The Quality/Time/Value triangle
• How to negotiate to agree a quality standard you can meet (or beat!)
• The four service level gaps
• What you can do to 'mind the gap' at the start, during and upon completion of the work
• A process for handling complaints, either face-to-face or online
• Do's and dont's for handling complaints
• A process for handling difficult conversations generally to minimise negative emotions