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Description

Client Trust: Building, Maintaining and Restoring Lasting Relationships

Three days to build client relationships based on reliability rather than on polished talk

  • 3 days — 21 h
  • In-person or virtual
  • All levels
  • Up to 6 participants

Clients extend trust on the basis of concrete signals: a promise kept, information shared proactively, a problem flagged before they discover it themselves. Conversely, a vague commitment or a prolonged silence is enough to create doubt, even when the work delivered is technically sound.

This 21-hour programme works on the behaviours that build trust in commercial and service relationships. Over three days participants practise framing their commitments, running follow-up conversations, delivering bad news and rebuilding the relationship after an incident. All practice sessions are based on their own real clients.

Learning objectives

  • Identify the behaviours that build or destroy a client's trust
  • Formulate a precise and achievable commitment in front of a client
  • Run a follow-up conversation that reassures without overwhelming the client
  • Announce a delay or a difficulty before the client notices it
  • Rebuild the relationship after an incident or a complaint

What makes this programme different

Practice sessions are based on participants' own real clients
A bad-news announcement framework tested and then refined in live situations
A recovery plan built for a client whose relationship has deteriorated

Programme

1What Client Trust Is Built On

The signals clients watch for

  • Distinguishing trust from likeability
  • Reliability, transparency and perceived competence
  • Identifying the most common breakdowns in trust
  • Mapping the client journey and its sensitive moments

2Setting a Clear Framework from the Outset

Commitments and boundaries

  • Formulating a precise commitment with a clear deadline
  • Stating what is not included in the service
  • Checking the client's understanding
  • Keeping a written record of agreements made

3Listening and Drawing the Client Out

Understand before reassuring

  • Questioning around the real need and the wider context
  • Reformulating implicit expectations
  • Spotting early signals of dissatisfaction
  • Handling objections without overpromising

4Announcing a Difficulty

Bad news and complaints

  • Choosing the right moment and channel for the announcement
  • A framework for announcing a delay or an error
  • Receiving the client's reaction without automatic defensiveness
  • Proposing a solution and a follow-up plan

5Maintaining and Restoring the Relationship

After the incident

  • Regular follow-up without excessive contact
  • Re-engaging after a period of silence
  • Win-back plan for a client whose trust has been damaged
  • Markers for assessing the strength of the relationship

Who is it for

Sales representatives · account managers · technical staff in client-facing roles · and anyone responsible for a client portfolio.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.