Academy of Career Training
101 North St., P.O. Box 976 Toowoomba, Qld 4350 Phone: (07) 4659 5062, Fax: (07) 4639 1009 OUTSTANDING CUSTOMER SERVICE Build Client Relationships BSBMKG406A COURSE DESCRIPTION Who are our clients? What are their needs and expectations of us? This unit covers the establishment, maintenance, and improvement of client relationships to support attainment of key business outcomes. COURSE CONTENT This course divides the content into 4 x 2 hour sessions which build upon each other or stand alone. 1. Identify client needs and expectations Who are our clients? What are their needs and expectation? How do we meet their needs? 2. Use effective communication to establish rapport. The art of asking questions Active listening Non-verbal communication and Body language Positive feedback 3. Client loyalty strategies What are client loyalty strategies? How do we build client care into our everyday activities? 4. What is the perception of our service / organisation in the community? How can we gain honest feedback and improve our service? LENGTH OF TIME: 8 hours face-to-face (Can be 4x 2 hour workshop presentations) supplemented by self-paced learning and on-the job application. ENTRY REQUIREMENT There are no entry requirements. INCLUDES Individual study materials, support materials, and STUDENTS MUST PROVIDE Writing materials COURSE AWARD Upon completion of the self – pace material, the individual will be awarded a Statement of Attainment for BSBMKG406A Build Client Relationships. CAREER OPPORTUNITY Identifying client needs and building client relationships is a crucial skill whether working in government departments or private enterprise. BSBMKG406A is from the Business Training Package, but this unit of competency can
Build client relationships c. Academy of Career Training
Revised June 06
be applied to many training package in any workplace that requires working with client perception. Unit incorporated within the following Training Package(s): (BSB01) Business Services (SRC04) Community Recreation Industry (CHC02) Community Services (SRF04) Fitness Industry (SRO03) Outdoor Recreation Industry (SRS03) Sport Industry (TAA04) Training and Assessment
VENUE 101 North St., Toowoomba, or other suitable venue upon arrangement. ADDITIONAL INFORMATION: Academy of Career Training. Contact Details above.
Build client relationships c. Academy of Career Training
Revised June 06