Client Services From the Trenches
4.4 (16 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
128 students enrolled
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Client Services From the Trenches

Learn how to be a highly effective and successful client management professional
4.4 (16 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
128 students enrolled
Created by Scott Helgans
Last updated 12/2015
English
Current price: $10 Original price: $20 Discount: 50% off
5 hours left at this price!
30-Day Money-Back Guarantee
Includes:
  • 1.5 hours on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Better manage problematic situations
  • Have a better understanding of the client mind
  • Benefit from hard earned experience both good and bad
View Curriculum
Requirements
  • No specific skills are needed for this course, only an interest in managing clients more effectively.
Description

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.

Requirements

* 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

Target Audience

* 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

Who is the target audience?
  • This client management course is for anyone that deals directly with clients, or that is considering a client management career. This course has excellent information for both novice and expert client services managers as well.
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Curriculum For This Course
22 Lectures
01:17:06
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Introduction: CLIENT SERVICES FROM THE TRENCHES
1 Lecture 05:07

An introduction to the Client Services – From the Trenches Course curriculum and an introduction to your instructor, Scott Helgans

Preview 05:07
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Client Services Defined
2 Lectures 16:37

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.

Preview 08:43

Continuation of the discussion of what Client Services Management is, and what it entails

Client Services Defined: Part 2
07:54
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6 Client Management Scenarios and How to Deal with Them!
6 Lectures 25:32

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.

6 Scenarios: Scenario 1 - Price Increases
04:58

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.

6 Scenarios: Scenario 2 - Dealing with a Bad Client
03:12

In this lesson you will learn how to address an issue, communicate with a client, and close the issue out properly.

6 Scenarios: Scenario 3 - Issue Resolution and Crime Scene Management
03:07

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.

6 Scenarios: Scenario 4 - A New Client Contact
04:56

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.

6 Scenarios: Scenario 5 - You Aquire a Client that was Oversold by Your Company
04:34

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.

6 Scenarios: Scenario 6 - You Encounter the Hopeless Situation
04:45
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12 Tips to Immediately Elevate your Performance
12 Lectures 28:22

A general discussion of the 10 tips for elevating ones performance in Client Services

Introduction to 12 Tips to immediately elevate your performance..including TIP 1
02:55

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.

TIP2: Establish and maintain your role as the leader of your team.
01:24

In this lecture we discuss how to proactively address issues and close them out to a client’s satisfaction.

TIP 3: Jump on Issues …..don’t mean just address them, I mean pull the alarm!
02:28

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.

TIP 4: Trust your Gut - If you believe something is up...you are probably right!
01:36

Here we suggest how to involve your organization in client management, how to make relevant ideas, and when to gift them to others.

TIP 5: Have Ideas, Share ideas
02:18

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.

TIP 6: Know your Deadlines....and get way out in front of them.
02:04

Things will not always go “to plan” so, in this lecture we discuss and provide tips on how to appropriately contingency plan.

TIP 7: Have a Plan, and Have a Backup Plan
03:18

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.

TIP 8: Think like the client, not like the vendor
01:22

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.

TIP 9: Be Indispensible / Make your relationship sticky / Differentiate yourself
02:53

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.

TIP 10: Always seek feedback, and close out issues properly
01:55

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.

TIP 11: Be the consummate professional - Don’t get looped into the negative
02:40

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.

TIP 12: Finally - Remember Knowledge is Power!
03:29
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Review
1 Lecture 01:28

Recap and summary of the course and a glimpse at what future courses will contain. Also, contact information is provided for any follow-up.

IN SUMMARY
01:28
About the Instructor
Scott Helgans
4.4 Average rating
16 Reviews
128 Students
1 Course
Co-Founder at Fennley - Client Services Leader

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.