Impactful Client Interactions

Bodhih’s workshop targets the question: how to communicate with clients effectively?

Client Interaction Skills is a multi-disciplinary approach to build essential skills like verbal and non-verbal communication, outcome orientation, listening for moments that matter, and value creation through quality of client responsiveness.

There are certain customer service skills that every employee must master if they are forward-facing with customers.

Without them, you run the risk of finding your business in an embarrassing customer service train-wreck, or you’ll simply lose customers as your service continues to let people down. Having meaningful customer interactions is one such skill.

Bodhih’s workshop focuses exclusively on the communication skills that are needed for excellent customer service, and also using communication skills to have meaningful client interactions, developing persuasion skills, learning to probe and uncover real customer needs, and finally imbibing versatile approaches to solving customer problems.

Client communications skill workshop talks about client interaction strategy that client communications manager uses.

Bodhih’s workshop on client Interaction skills helps participants to understand what the underlying mindsets of their clients and ways are to delayer behaviour through the iceberg model of wants-needs-motives.

Client communication process is used to bring together all written and verbal methods of communicating with clients.

Bodhih’s Facilitator uses group activity, class presentations, individual reflection activity to surface how participants can use elements of written, spoken communication including presentations to work on their levels of client responsiveness. Effective client handling is a mature and an advanced skill that combines product knowledge, market understanding, and the key client moments as discovered through deep conversations.

Client Interaction skills workshop takes into account all building blocks that are needed to build towards the best possible client responsiveness orientation.

Bodhih’s client interaction skills session delayers the goals of written communication where through class presentations, individual activity and group discussions, Bodhih’s facilitator lays out the aspects of effective written communication like using words chosen carefully to create a certain influence and impact in line with the overall goal. This session moves into discussions about client outcome orientation where learners have practice activities to clarify their purposes for writing, and are also encouraged to use the shared tips and tools to structure their written communication – introduction & ending, logical order, ideas and key points – to deliver on a certain expected result.

Communications with clients and customer needs deeper attention to other aspects of communications as well.

Bodhih’s facilitator explains the relationship between effective client communications and active listening. Through videos, and real-world illustrations, participants get a real time feel of how to reduce misunderstanding by using clarification techniques. The role plays used at the end of the session, demonstrates the importance of being accurate and empathetic. Learners make a note of the personal insights and the possibilities they can take back to apply on their client situations.

Bodhih’s Client Interaction Skills program next delves into the various aspects of verbal and non-verbal communication styles. Scenarios and role plays are used to surface non-verbal communication cues like – repetition, contradiction, substitution, complementing and accenting. Class learners through video presentations, are also instructed to pay equal attention to various body-language cues like facial expressions, body movements and posture, gestures, eye contact, touch, space and voice. Examples are given to build self-awareness to all these modes, so in a client interaction scenario, there is a greater understanding of a person’s current state of mind.

Bodhih’s facilitators are seasoned professionals who create linkages between skills picked up in the workshops and then to apply them in participant’s current roles.

This is done through specific illustrations and analogies and is true for the sessions at Client Interaction Skills – foundations of a client responsiveness mindset.

Through facilitator led presentations and group discussions, participants are familiarised with the basics and definitions of customer responsiveness, and ways to unearth key customer moments. The learners through role plays practice techniques to understand customer feelings and needs, by grasping the multiple client mindsets, and adopting the right behaviour in the appropriate context.

Bodhih’s Client Interaction Skills workshop, next moves to the session on communication styles and their effect on client communication skills. Through video presentations and class presentations, participants are sequentially exposed to detail-focused, people-focused, expressive and results-focused styles. Major identification and patterns are shared with the class for these four major styles.

At Bodhih, Client Interaction Skills course is a much sought-after session that is part of a larger communication skills training suite.
The session brings latest research done on client communication skills, and the successful practices sourced from management consulting companies and their case studies.

The heart of Bodhih’s Client Communication Skills lies in the powerful session –

value creation through quality of client responsiveness. Customer Care Vs Client responsiveness, Individual experience Vs creation of goods and services, Relationship quality Vs Task completion, all these are equations that the Bodhih’s facilitator highlights through real world situations for the learners to understand the primary driver to understand client behaviours and underlying mindsets. The final part of the session is CRM – customer relationship management. The session progresses through individual reflection and instructor led presentation that finally wraps the workshop with details on how to summarize and consolidate the personal insights, class observations, action plan and a note to myself that visualises future success.

How would you gain from client communication skills courses at Bodhih?

Bodhih customizes its client Interaction skills workshop along the ADDIE model. Workshop experiences are analysed, designed, developed and delivered that are solution focused and include a range of blended training pedagogy such as role plays, group exercises, self-assessment tools, management games, individual activities, videos, case studies, facilitation, discussions and more.

In addition to the ADDIE model, the client communication skills program takes advantage of the experiential adult-learning process of concrete experience – reflective observation – abstract conceptualization – active experimentation.

The edge in Bodhih’s client interaction skills comes from researched industry learnings, current best practices and academic insights. The workshop takeaways ensure that learnings are grasped and applied at all levels within a company and its individuals. The long-term benefits are to embed specific communication practices, client behaviour understanding, imbibing customer needs and orientation mindsets and making the journey from customer satisfaction to customer delight through communications.

What is Bodhih’s promise on client communication skills workshops?

Managers across industries and functions and executive level participants who have attended Bodhih’s sessions on client interaction skills talk of the changed individual and team behaviours, namely, demonstrating higher appreciation of verbal and non-verbal nuances of communication styles, and the ability to use versatile methods like – written, presentation, listening for moments that matter and storyboarding – to make a client impact.

Frequently asked questions