Introduction to Client Services

This course aims to develop outstanding client services capabilities, which are crucial for the business’s success and growth. It emphasizes understanding clients’ businesses, fostering strong relationships, and effectively managing expectations. Key communication skills are central, covering professional email etiquette, effective video calls, organised meetings and client management through effective communication. The course focuses on strategic account planning and activity tracking, ensuring alignment with client objectives and profitability. 

Module Content and Breakdown:  

Module 1: Introduction to Clients  

This module establishes the critical importance of clients to dentsu's business operations and growth. It emphasizes the client service team's role in understanding client businesses, managing expectations, and fostering strong relationships to drive profitability. 

Module 2: Communication with Clients  

This module focuses on establishing professional and effective communication channels with clients, covering emails, video calls, and meeting protocols. It highlights the significance of agendas, contact reports, and status trackers to ensure clarity, accountability, and prevent misunderstandings. 

Module 3: Communication with Internal Team 

This module underscores the importance of teamwork, collaboration, and clear internal communication for successful project delivery. It covers effective internal meetings, email etiquette, and the use of tools like the RACI matrix to define roles and responsibilities within the team. 

Module 4: Key Account Plans  

This module introduces the concept of strategic Key Account Plans, which provide a comprehensive overview of clients and their businesses. It details how to track client relationship health, financial performance, and identify opportunities for growth and cross-selling. 

Module 5: Tracking Activity  

This module focuses on the ongoing monitoring and management of projects and client engagements to ensure efficient delivery. It provides guidance on tracking project status, client issues, delays, and contractual details, allowing for proactive adjustments and innovation.