Outcomes:

After completing this class, students should be able to:

• Identify the principles of client relations and explain how they apply in building client and customer partnerships.
• Define the functions of client/customer service personnel and analyze how these functions contribute to the development of long-term relationships with clients, customers and suppliers
• Demonstrate interpersonal communication skills including the ability to verbally negotiate with customers and deliver professional presentations.
• Identify different personality types and demonstrate approaches appropriate for different styles
• List key strategies for coping with difficult people and demonstrate techniques for handling conflict.
• Project a professional image over the telephone, in person, and in writing.
• Identify key legal and ethical issues in client and customer relations and demonstrate the capacity to make legal and ethical decisions.
• Demonstrate techniques for relating effectively with culturally diverse clients and customers.
• Explain how to handle, troubleshoot, follow-up on and avoid customer complaints.
• Identify the principles of time management and strategies for managing their time more effectively
• Develop and/or create ways to instruct and train clients and customers in the use of the firm’s products and/or services.
• Demonstrate the skills and qualities needed for working in a team environment.