Course curriculum

  • 1

    Course Introduction

    • Course Introduction
  • 2

    Initiate interpersonal communication with clients

    • Coach's Call - Chapter Introduction - Initiate interpersonal communication with clients

    • Identify and use preferred client communication styles and methods

    • Establish rapport with clients using verbal and non-verbal communication processes

    • Investigate and act upon opportunities to offer positive feedback to clients

    • Use open questions to promote two-way communication

    • Identify and act upon potential barriers to effective communication with clients

    • Initiate communication processes which relate to clients needs, preferences and expectations

    • Assessment Introduction - Initiate interpersonal communication with clients

    • Initiate interpersonal communication with clients Assessment

  • 3

    Establish client relationship management strategies

    • Coach's Call - Chapter Introduction - Establish client relationship management strategies

    • Develop client loyalty objectives focusing on the development of long term business relationships

    • Assess client profile information to determine approach

    • Develop client loyalty strategies to attract and retain clients in accordance with the business strategy

    • Identify and apply client care and client service standards

    • Assessment Introduction - Establish client relationship management strategies

    • Establish client relationship management strategies Assessment

  • 4

    Maintain and improve ongoing relationships with clients

    • Coach's Call - Chapter Introduction - Maintain and improve ongoing relationships with clients

    • Develop strategies to obtain ongoing feedback from clients to monitor satisfaction levels

    • Develop strategies to elicit feedback which provide information in a form that can be used to improve relationships with clients

    • Obtain feedback to develop and implement strategies which maintain and improve relationships with clients

    • Assessment Introduction - Maintain and improve ongoing relationships with clients Part 1

    • Maintain and improve ongoing relationships with clients Assessment Part 1

    • Assessment Introduction - Maintain and improve ongoing relationships with clients Part 2

    • Maintain and improve ongoing relationships with clients Assessment Part 2
  • 5

    Build and maintain networks

    • Coach's Call - Chapter Introduction - Build and maintain networks

    • Allocate time to establish and maintain business contacts

    • Participate in business associations and/or professional development activities to establish & maintain a network of support for the business and to enhance personal knowledge of the market

    • Establish communication channels to exchange information and ideas

    • Provide, seek and verify information to the network

    • Assessment Introduction - Build and maintain networks Part 1

    • Build and maintain networks Assessment Part 1

    • Assessment Introduction - Build and maintain networks Part 2

    • Build and maintain networks Assessment Part 2

    • Assessment Introduction - Build and maintain networks Part 3

    • Build and maintain networks Assessment Part 3