Managing Client Relations
Exceptional Service, Lasting Connections
Course Description
010-007-EE:
Managing Client Relations
This course is designed to equip participants with skills to better understand and manage the client relationship. It explores how to identify, develop, and foster welcoming and professional interactions with clients and customers. This includes understanding the client expectations, their relationship and interaction journey and exploring how these fit within a variety of different contexts. In addition, participants will gain a deeper understanding of some of the challenges that might come up when interacting with customers, and practice approaches to how these might best be addressed.
Learning will be fully interactive. Frameworks will be discussed and adapted to the specific settings of the participants. Together with subsequent exercises, practical workplace application and reflections these will support further learning and development beyond this course and the classroom.
Course Details
-
Duration
2 days -
Delivery Method
In-person -
Fees
$2,900.00
This includes all course materials, lunch, and refreshments each day. Early bird registration and group discounts are available.
-
Upcoming Sessions
Fall 2026
September 14 – 15
Topics Covered
- Understanding client relations
- Communication styles and diverse cultures
- Building interpersonal skills
- Overcoming barriers and challenges
- Professionalism in client relations
Course Benefits
- Understand different types of customers or clients they may encounter
- Build an understanding of the client journey
- Develop skills to manage a diverse range of interaction with clients, working towards achieving a positive experience
- Gain confidence in dealing with a variety of situations and possible scenarios
- Apply various approaches to client interactions, improving one’s personal development and community reputation
- Enhance the overall client relationship and experience as well as one’s own understanding of their workplace environment
Intended Audience
- Employees looking to enhance their skills, especially:
- Frontline employees in retail, hospitality, and public services.
- Individuals frequently interacting with clients, both in-person and via telephone.
- Early-career professionals.
- Job seekers.
- Community members interested in enhancing their communication and client service skills.
Topics
-
- The importance of client relations
- Identifying different types of clients
- Identifying client needs, and potential challenges
- Joining the client on their “journey”
- Communication styles and their influence on the client interaction
-
- Initiating client interactions
- Techniques and approaches to developing the client experience
- How to listen and demonstrate empathy
-
- Strategies to manage introversion and build confidence in client interactions
- Understanding trust in client relations
- Dealing with conflict and challenging situations
- Delivering a positive client experience
Meet our Instructor
-
Alexander Stanley
Alex is passionate about supporting people in their personal and professional development. Drawing on his experiences in the service industry, academic research, and global education, he believes in a practical and engaging approach to learning. This includes utilizing technology, communication, cultural understanding, and interpersonal skills to foster curiosity, personal growth, and real-world application.
During his first career, Alex worked in client-facing roles within the luxury hospitality industry. These experiences provided valuable insight into human interaction and problem-solving while sparking his curiosity about how technology can enhance these experiences. Seeking a deeper understanding, he pursued in-depth study and research in the fields of education, business, and management.
For the past decade, Alex has focused on developing and applying his knowledge through course design, public speaking, lecturing, and directing educational programs in organizational behavior, business strategy, leadership education, and technology integration.
Alex’s academic achievements include a Master of Business Administration (MBA) and a Master of Research in Management, among others. Beyond his studies, he has worked with learners and educators in diverse settings around the world, including Canada, Colombia, Fiji, Germany, Mexico, Switzerland, Uganda, the United Kingdom, and Zambia. These experiences have deepened his curiosity and appreciation for different ways of acquiring knowledge.
As a result, Alex prioritizes inclusive, hands-on, and interactive learning. He encourages participants to explore how their newly developed skills can be practiced and applied in their own real-world environments.
Having grown up between two cultures and as an avid traveler, Alex enjoys meeting new people and learning about their traditions, perspectives, and ways of life.
