Managing Challenging Clients
Managing client relationships is at the heart of every successful agency. Yet, even the most seasoned teams encounter difficult clients, shifting expectations, or tense conversations — especially in today's fast-paced hybrid and remote work environments.
About This Masterclass
This masterclass is designed to equip agency professionals with practical, proven strategies to turn challenging client situations into opportunities for stronger partnerships and long-term retention. Through interactive exercises, real-world scenarios, and expert insights, participants will walk away with a refreshed toolkit for handling difficult conversations, building trust, and maintaining healthy client relationships.
By the end of this masterclass, participants will be able to confidently handle challenging client situations and transform them into opportunities for stronger, more profitable relationships.
What You'll Learn
Why Attend?
Practical Application: Interactive exercises with real-world scenarios you can apply immediately
Expert Guidance: Learn from someone with both agency leadership and HR consulting experience
Comprehensive Toolkit: Get ready-to-use scripts, techniques, and frameworks
Professional Development: Reduce client churn and strengthen your agency's reputation for professionalism
Course Objectives
Confidently recognize and respond to the root causes of client dissatisfaction
Apply practical strategies for transforming challenging situations into positive outcomes
Strengthen client relationships through proactive communication and trust-building
Gain a ready-to-use toolkit of tips, scripts, and techniques for managing difficult clients in real agency contexts
Who Should Attend?
Register Now
Number of Seats
Individual registration
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Primary Contact Information
Bonus Benefits:
Your Instructor
Niki Hurst Smith
HR Consultant & Former Agency Leader with 15+ years experience
Niki Hurst Smith spent 15+ years working in a number of highly regarded independent agencies servicing a range of blue chip clients and managing large teams. After this Niki transferred into senior positions within the People Team at two highly regarded agencies. For the last 10 years Niki set up her own consultancy supporting agency and business leaders to create an environment where high performing teams can deliver exceptional work, grow the business and build healthy, happy teams balancing her HR expertise with her knowledge and experience of working as a senior client handler.
Expertise:
Session Details
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