"Extraordinary Client Services"

A workshop by Melissa Kidd

DATE

Tuesday 26 April 2016

9.00 for 9.30 start ( Please note that this event is 3 hour duration)

Venue

Sir Humphries Cripps Pavilion,

Old Northamptonians

Billing Road, Northampton NN1 5RX

Event Overview

Turn customers into advocates

Why this?

In the highly competitive, commoditised insurance market, it's service that differentiates you, builds loyalty and creates advocates.

Understanding how to tailor communications and strengthen relationships can make a huge difference to clients' experience and their perception of your service.

Who is it for?

It is ideal for those who have a few very important clients.

And it is useful for those managing a large number of clients who need to build rapport with a range of personalities.

What is this?

This session is a chance for delegates to step out and reflect on the relationships they have with their key clients.

It's an opportunity to review how well they know them and how they can strengthen relationships in challenging times.

Learning Outcomes

By the end of the 3 hour session, delegates will be able to:

. Recognise and deliver the 10 things clients want

. Assess how well they know their key clients

. Distinguish between the 4 main personality styles

. Develop different approaches to building rapport and communicating effectively

. Use words that work.

. Demonstrate "going the extra mile"

. Share and discuss good practice

. Address some of the issues that get in the way of creating a good client experience.

Speaker profile

Melissa has a wealth of experience in the financial services sector - built up largely through working with the Chartered Insurance Institute since 2012 as one of their preferred suppliers. As well as working with accountancy and pension firms, Melissa has spoken at a number of HSBC conferences on the subject of developing relationships.

Prior to specialising in the finance sector, she worked for large corporations such as Coca Cola and the Royal Mail, plus Bristol and Bath University - where she taught PhD students how to articulate the value of their complex research to potential funders.

Her background in marketing, Neurolinguistic Programming, and PR means she is well placed to help those in the finance sector to communicate more effectively and strengthen their client relationships.

To book

Places on this workshop are limited to a maximum of 20.

Book early to secure your place

The cost of attending this workshop is £20

(payment details to be provided on request for a place on the workshop)

To book a place email jacquie.penn@crawco.co.uk or call 01604 672439

Tea/coffee/pastries will be provided on arrival. Coffee/tea available mid morning