Client Listening Online Training

Acritas are experts in client listening, with more than 15 years’ experience carrying out client feedback interviews in the legal sector. Alongside running full client feedback programs on behalf of firms, we offer a range of support solutions, including training sessions to give your team the confidence and skills required to conduct client feedback interviews internally.

The below sessions are run on a regular basis for small groups of around 8-10 participants, and the two different levels are designed to help both beginners and those who are looking to finesse their skills. 
 
Places can be booked on an individual basis, or we can run a whole session exclusively for your firm - see below for more detail on session coverage.
 

 

 

The Brilliant Basics 

Level-up Your Insights

Designed for

For BD & Marketing professionals who are new to client listening, have taken their first steps in conducting client listening or who have some kind of coordination or administrative responsibility for client listening in their firm.

 

Designed for

For BD & Marketing professionals who are active client listeners, have completed more than a dozen client interviews, and who are looking to perfect and improve their approach, and crucially to capture more commercial and actionable insights.

Content

 This interactive online session will cover:

  • Why client listening is important – and how it leads to higher share of wallet and client satisfaction
  • Overview of client listening processes – from interviewing, to meaningful reporting/analysis and client follow up
  • The biggest mistakes we see in firm-led client listening, and how to avoid them
  • How to design and navigate your question guide
  • Effective probing and listening skills to deliver the best possible interview
  • How to respond to critical feedback
  • Demo of a best practice client listening interview and how to use probing techniques
  • Live Q&A throughout to troubleshoot any particular issues
     

Separate one-on-one coaching sessions will be available following the session – this would include an opportunity to practice a mini-client listening interview and receive personalized tips and feedback from your Acritas Client Listening Coach, or to discuss in more detail and receive feedback on a transcript/audio of a recent client listening interview.

 

Content

This interactive online session will cover:

  • Probing skills refresher – when to probe, why to probe and how to do it effectively
  • How to use probing and listening skills to tease out commercial insights and revenue generation leads
  • Approaching the ‘difficult’ questions from different angles
  • Controlling the conversation
  • Auditing your client listening program and its effectiveness
  • How to build momentum and engagement for the program
  • Demo of a best practice client listening interview and how to use probing techniques
  • Live Q&A throughout to troubleshoot any particular issues

Separate one-on-one coaching sessions will be available following the session – this would include an opportunity to practice a mini-client listening interview and receive personalized tips and feedback from your Acritas Client Listening Coach, or to discuss in more detail and receive feedback on a transcript/audio of a recent client listening interview.

Benefits

  • Gain a strong grounding in client listening and research principles
  • Practical tips on how to attain a best practice approach
  • Build confidence to go out and conduct real client listening conversations

Benefits

  • Understand how you can enhance your personal approach to client listening, and uncover more actionable insights 
  • How to skillfully overcome areas where you currently feel you aren’t gaining maximum impact from client conversations
  • Identify gaps in your client listening program, and what can be fixed

 

Group sessions are priced at $650/£500 per attendee for a 90-minute online workshop. Please get in touch for upcoming dates and pricing on running an exclusive session for your firm only.

Request a place:

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