Improving Your Team's Client-Focus - Online Training

  • Duration 7 HOURS
  • Regular fee 115


Knowing what a client really is, identify the client’s expectations and learn to respond to them effectively.

Targeted audience


Special Note

This training path of 7 hours is available during 1 year and include:

  • 8 sessions
  • 3 essentials
  • 3 action tips
  • 2 videocasts
  • 3 evaluations


  • Client orientation: the best strategy to gain competitive advantage 
  • Change your mindset: from market to customer 
  • Providing a service that meets the customer’s expectations 
  • Managing client dissatisfaction 
  • Management that encourages staff to be client-oriented 
  • Treating your staff like your clients 
  • What is Quality Client Service? 
  • Improving your staff's skills through mentoring 
  • Evaluating the quality of customer service 
  • Identifying customer expectations and satisfaction 
  • Managing customer complaints 
  • The influence of your "perception filter" 
  • Active Listening Showing empathy 
  • Rephrasing 
  • Asking questions

Learning Structure

Learning Structure for online training Improving Your Team's Client-Focus

General Note

100% online training—completely flexible schedule.


  • Subscription french version

  • Subscription english version