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

This webinar was recorded on 6th September 2022

You can gain access to this webinar and 2,101 others via the MBL Webinar Subscription. Please email webinarsubscription@mblseminars.com for more details.