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Course Description

This course covers the core principles of building, maintaining, and repairing professional client relationships in a corporate environment. Account managers, sales professionals, and customer success specialists will benefit from structured frameworks for communication and retention. Participants gain practical skills to manage expectations, resolve conflicts, and drive long-term client value.

Course Objectives

  • Identify key stages of the client lifecycle and relationship touchpoints.​
  • Apply active listening and consultative questioning techniques during client interactions.
  • Analyze common causes of client dissatisfaction and dissatisfaction triggers.
  • Develop structured account plans to nurture and expand existing client relationships.
  • Implement effective de-escalation strategies to resolve conflicts and manage difficult conversations.

Who Should Attend?

Account managers, client success representatives, and business development professionals seeking to improve client retention and satisfaction.

Course Agenda

Day 1 – Foundations of Client Engagement

  • Understanding the client lifecycle and value journey
  • Establishing communication standards and expectations
  • Applying consultative questioning techniques
  • Mapping client stakeholder maps and decision-makers
  • Hands-on: Conduct a stakeholder mapping and communication baseline exercise for a fictional corporate account.

Day 2 – Managing Expectations and Conflict

  • Setting realistic deliverables and scope management​
  • Identifying early warning signs of client churn
  • Applying de-escalation frameworks for difficult conversations
  • Negotiating mutually beneficial compromises
  • Hands-on: Participate in a role-play simulation addressing a dissatisfied client demanding scope changes.

Day 3 – Retention, Growth, and Action Planning

  • Identifying upselling and cross-selling opportunities organically​
  • Conducting effective business reviews and feedback sessions
  • Reviewing course concepts and addressing remaining participant questions
  • Developing a personal post-training action plan for account management
  • Hands-on: Draft a comprehensive account growth and retention plan, followed by peer review and action planning.

Assessment Methodology

All courses conducted by EdTech will begin with a Pre-evaluation and end with a Post-evaluation. The instructor will evaluate the knowledge and skills of the participants according to the feedback given by participants. This will help to recognize the benefits and the level of knowledge gained by participants through the course.

Training Methodology

Facilitated by a highly qualified specialist, who has extensive knowledge and experience; this program will be conducted using extensively interactive methods, encouraging participants to share their own experiences and apply the program material to real-life work situations in order to stimulate group discussions and improve the efficiency of the subject coverage.

Percentages of the total course hour classification are:

  • ​40% Theoretical lectures, Concepts and approach
  • 20% Motivation to develop individual skill and Techniques
  • 20% Case Studies and Practical Exercises
  • 20% Topic General Discussions and interaction

Course Manual

Participants will be provided with comprehensive presentation material as reference manual. This presentation material is a compilation of core valuable information, references, presentation methods and inspiring reading which will be used as a part of the material guide.

Course Certificate

At the completion of the course, all participants who successfully accomplished the required contact hours will receive an EdTech Training Participation Certificate as a testimony to their commitment to professional development and further education.

Why Edtech ?

  • Industry Experienced; Internationally Qualified Trainers
  • Hands-on Practical Sessions & Assignments
  • Intensive Study materials
  • Flexible Schedules
  • Realistic training methodology
  • High-Quality Training in Affordable Course Fees
  • Achievement Certificate, as approved by the Ministry of Education (Abu Dhabi Center for Technical and Vocational Education Training - ACTVET), HABC, AWS, IAOSHE, SHRM, etc.