Managing Client Expectations

In addition to your class tuition and study materials, you will receive the following:


Exercises

• Course exercise

Other Extras

• Post-course support
  
• Certificate of attendance

Level: Prerequisites: None


Synopsis:
Managing expectations in a bull market is hard enough. With organisational cutbacks and competitive pressures, meeting expectations is even harder. Technical knowledge and hard work is often not enough. They say the client is always right no matter what he or she wants, but you can set the tone by carefully managing client expectations.


At the end of the course participants will be able to: Understand the need for managing client expectations . Use a framework to develop and maintain client expectations . Maintain professional client relationships through building trust . Effectively manage client expectations .


Prerequisites:
None


Suitable For:
All


Unravelling the challenge

• A framework for managing expectations despite ever changing markets
• Understand communication preference
• Learn how to communicate with clarity
• Identify techniques for listening persuasively

What do clients expect?

• Identify and clarify your clients' needs
• Determine their expectations of you
• Understand from their perspective. Compliance, risk, traders - all have different perspectives yet the same end goal. Learn how these can work in harmony
• Develop your client proposition to meet all needs

The skill of managing expectations

• Understand the nature of working relationships in the financial industry
• Create win/win relationships
• Agree service standards
• Say "no" with conviction
• Help your clients to help themselves

Expanding expectations

• Be seen as exceptional
• Confront negative relationships
• Ensure ongoing success despite market conditions
• Maintain and build on win/win relationships