Client Services – From the Trenches
The first in what will be a series of in-depth lessons designed to bring the student real world instruction on this most critical of business roles. “From the Trenches” is No-Nonsense, experiential training along with tips that can be utilized immediately.
* You should be working in Client Services or contemplating a career in Client Services
* You work in business and meet with clients frequently
What will I get from this Course?
* No Nonsense, Real World, Experiential instruction that can be utilized and impact results immediately
* An Understanding of what Client Services is.
* Why it is critically important to a Company
* An understanding of the internal and external responsibilities of a client services manager
* A Review of how the course will work, and a preview of upcoming training modules
* 12 tips to immediately elevate your effectiveness as a Client Services Manager
* Those looking to understand and appreciate the Client Services Role
* Those looking to understand what a career in Client Services entails
* Those looking to adopt good habits and best practices in Client Services management
* Those looking for some immediate guidance on how to boost their effectiveness in the role
An introduction to, and discussion of, the Client Services Management role. Review including some of the most important traits a client services manager must possess.
Continuation of the discussion of what Client Services Management is, and what it entails
Discussion of what can happen to a client relationship when a price increase has to be implemented, and what are some of the best practices for making a price increase comfortable for the client.
Everyone has had to deal with a bad client at some point. This lecture discusses who clients are, what they do, and how you can avoid letting them re-rail your relationship with their company.
In this lesson you will learn how to address an issue, communicate with a client, and close the issue out properly.
When a client contact changes, so can the health and welfare of the relationship. In this lecture we discuss and provide guidance on how to size up a new client, interact with the client, and do what is necessary to ensure a smooth transition while avoiding a breakdown in relationship.
In this lecture we discuss how to recognize when your client has been oversold and how to address the oversell internally and with your client, how to set expectations, and save a relationship that has likely started out at-risk.
Sometime you may encounter a situation that seems hopeless. In this lecture we discuss and suggest ways to address a situation that appears to be heading towards a bad end.
A general discussion of the 10 tips for elevating ones performance in Client Services
Since Client Services Managers have ultimate responsibility for retaining and growing clients, they will indirectly manage the strategy and activity of their own company. This is not an easy task. In this lecture we provide insight into how that can and should be done.
In this lecture we discuss how to proactively address issues and close them out to a client’s satisfaction.
In this lecture we suggest that one follow ones own intuition when it comes to client relationships. In addition, helpful suggestions are provided to follow up when one’s “gut” is suggesting that things may be heading in the wrong direction.
Here we suggest how to involve your organization in client management, how to make relevant ideas, and when to gift them to others.
In this lecture we discuss how to manage all deadlines while dealing with the day-to-day activities, flare-ups, etc. that can hijack your working day.
Things will not always go “to plan” so, in this lecture we discuss and provide tips on how to appropriately contingency plan.
When dealing with clients it is of the utmost importance that one think like they do. In this lecture we discuss ways to consider your client’s perspective as well as how to act appropriately.
Being “indispensable” is how client services managers should want to be regarded by a client. There are many ways to fast track getting there and we’ll provide some guidance in this lecture.
Without feedback there is no way to gauge performance and effectiveness. Internal feedback is always available, but the feedback from clients is usually not forthcoming. We’ll provide some tips on how to get this from your client contacts.
In this lecture we stress the importance of maintain and presenting a professional image to your clients, your performance and success in the role are directly impacted by this. Guidance and tips are provided in this lecture.
What you know can never hurt you, but what you don’t know can! In this lecture we underscore the importance of knowledge-building and provide guidance on how to ensure you as knowledgeable as possible. Knowledge breeds relaxed confidence. That’s where we want to see you.
Recap and summary of the course and a glimpse at what future courses will contain. Also, contact information is provided for any follow-up.
My name is Scott Helgans and I have been involved in client services management in various roles for the past 35 years. I’ve worked for and represented Companies varying in size from Fortune 100 right down to Series A Startup. I am currently co-founder and General Manager of Fennley, Digital and Social Media Solutions, a startup company that is involved in various business ventures, most notably in support of the fast-growing medium called influencer marketing. In the social sphere I am the moderator for the LinkedIn group “Client Services Professionals in Digital Marketing. ” Client Services Professionals in Digital Marketing is the single largest client services group currently active on LinkedIn. I also oversee my company’s presence on social media including Twitter, Facebook, Pinterest, and Google+.
I have had significant experience in both the government sector as well as the private sector and have had sales and revenue responsibility for up to $150M dollars annually. My titles have ranged from Account Manager up to VP of Client Services, and VP of Strategic Accounts. I’ve managed account teams, customer service organizations, customer service bureaus, and campaign delivery and management. I’ve also been in sales, supported sales, managed inside sales teams, ran fulfillment centers, and through all have always, in essence, carried my own bag of accounts. I’ve received my share of performance accolades over the years for meeting and exceeding objectives, I’ve visited the islands on the Company’s dime as a reward for performance excellence, but (to be painfully honest,) have also had a couple years when I didn’t make my number. Fortunately, the good years greatly outnumber the bad ones, but, in the spirit of full disclosure, yes, I’ve had both. Some (but not all) of the clients I have handled during my career have included the NYC, NYS and Federal Governments, Proctor and Gamble, Unilever, Pepsi, Citibank, Wells Fargo, WeightWatchers, Sprint, LL Bean, Starwood Hotels, JCrew, Polo-Ralph Lauren, Crate & Barrel, Coty Beauty, Gateway Computers, Staples, Sprint, LendingTree and Royal Caribbean cruise lines. There are many more. All have presented unique challenges and as you can see, it is a varied representation of industry groups. I’ve signed accounts, grown accounts, saved accounts, and yes, even lost accounts. Each instance has proved valuable, in its own unique way, to my personal development and I’m hopeful that I will be able to pass along some of the wisdom of these experiences, both good and bad, to you to assist in fast-tracking your development in this crucial role.