MASTERCLASS: Supercharge your client listening

The majority of professional services firms have client feedback programmes in place. Some have developed these programmes to strengthen their key client relationships, others use them to shape strategy.

Regardless of the objective, at the heart of each programme are conversations with clients. However, how often do we stop to think about the foundations of our client listening programmes?

In this workshop, former lawyer, business development professional, and accredited coach, Claire Rason will look at the following:

• How understanding the art of active listening can enhance client feedback programmes

• The psychology of feedback and how to avoid the mental shortcuts that get in the way of listening and      actioning what is heard

• Top tips for conducting client interviews